Revealing the Disconnect Between Brand and Dealership Advocacy

SSI findings reveal a nearly 20-point gap between brand and dealer Net Promotor Scores (NPS).

2020 Industry Average

For some OEMs, brand NPS is 35 points higher than dealership NPS. Only a few brands see a marginal difference.

Gap in Brand vs. Dealer NPS
  • Which automakers maintain the biggest gaps between brand and dealer NPS? Which carry the smallest?
  • What KPIs can dealers address to reduce the gap between brand and dealership advocacy?
  • Will a poor dealership experience lead brand advocates to purchase from a competitor?

Get answers to these questions – and many more – when J.D. Power releases the U.S. 2020 Sales Satisfaction Index (SSI) on December 9th 2020.

Learn more about the SSI Study >