COSTA MESA, Calif.: 20 July 2017— The J.D. Power 2017 Manufacturer Website Evaluation Study Cross-DeviceSM—Summer is a semiannual study that measures the usefulness of automotive manufacturer websites during the process of shopping for a new vehicle by examining four key measures (in order of importance): information/content; appearance; speed; and navigation.
This study finds that overall satisfaction averages 827 for the smartphone platform, significantly higher compared with 814 for desktop, based on a 1,000-point scale. In addition, the gap in satisfaction between smartphone and desktop shoppers increased for several key measures: information/content (822 vs 804); appearance (850 vs 832); speed (817 vs 808).
It is noteworthy, however, that the ranking of manufacturers’ websites varies considerably between smartphone and desktop shoppers. This variation reflects the challenges manufacturers face as they work to deliver world-class shopping experiences across a variety of devices.
Now in its 18th year, the J.D. Power Manufacturer Website Evaluation Study was fielded in May 2017.
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