U.S. Sales Satisfaction Index (SSI) Study
Understand the Experience That Drives the Sale
The U.S. Sales Satisfaction Index (SSI) evaluates the entire new-vehicle purchase journey, starting from initial online research and dealership interaction through to negotiation, financing, vehicle delivery, and post-sale contact. SSI reveals the impact of key elements in the sales journey, such as inventory and facility, and how they influence satisfaction, conversion (or rejection), and loyalty. By combining voice of customer feedback with transactional data on quick-selling vehicle configurations, SSI delivers the industry’s most complete view of satisfaction with the automotive sales experience.
What It Measures
A Complete View of the Purchase Experience
Evaluates satisfaction across:
- Remote Interactions
- Dealer Personnel
- Negotiation
- F&I
- Delivery
- Facility
- Inventory
Tracks:
- Remote and in-person retail experiences
- Sales process execution and benchmarking
- Rejection / Avoidance reasons and lost-sales insights
- Quick-selling inventory configurations
How It Works
How the Sales Satisfaction Index (SSI) Study Works
• Captures verified buyer feedback across digital and in-store interactions
• Includes rejecter data to understand where brands lose potential customers
• Measures satisfaction across the full purchase journey
• Provides competitive benchmarking across brands and segments
Core Strengths
Better Sales Insights, Stronger Performance
• Identifies what drives positive and negative purchase experiences
• Quantifies the influence of digital tools, online research, and salesperson behavior
• Supports dealer process improvements and OEM network strategy
• Creates annual rankings and awards-licensing opportunities for top-performing brands
Business Impact
Reduce Friction, Increase Conversion
• Improves sales processes to increase satisfaction and close rates
• Strengthens brand reputation for customer experience excellence
• Helps dealers and OEMs align training and digital retail investments to what buyers value most
Key Dates
2026
Fielding: July – October 2026
Publication: December 2, 2026
Press Release: December 3, 2026
2027
Fielding: October 2026 – July 2027
Publication: September 28, 2027
Press Release: September 29, 2027
New for 2027: Quarterly wave publishing
Press Release & Award Information
JD Power issues a national press release highlighting key findings and top-to-bottom rankings from the study. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite. Entering into a licensing agreement provides top-ranked brands with the valuable opportunity to market their award-winning performance. As the trusted symbol of excellence, JD Power Awards enhance brand perceptions, drive consumer preference, and differentiate awarded brands in competitive marketplaces.
Profiled Brands
2026 Mass Market Brands
Buick
Chevrolet
Chrysler
Dodge
Fiat
Ford
GMC
Honda
Hyundai
Jeep
Kia
Mazda
MINI
Mitsubishi
Nissan
Ram
Subaru
Toyota
Volkswagen
^ Not eligible for ranking
2026 Premium Brands
Acura
Alfa Romeo
Audi
BMW
Cadillac
Genesis
Infiniti
Jaguar
Land Rover
Lexus
Lincoln
Lucid^
Maserati
Mercedes-Benz
Polestar^
Porsche
Rivian^
Tesla^
Volvo
^ Not eligible for ranking
2027 Mass Market Brands
Buick
Chevrolet
Chrysler
Dodge
Fiat
Ford
GMC
Honda
Hyundai
Jeep
Kia
Mazda
MINI
Mitsubishi
Nissan
Ram
Slate^
Subaru
Toyota
Volkswagen
^ Not eligible for ranking
2027 Premium Brands
Acura
Alfa Romeo
Audi
BMW
Cadillac
Genesis
Infiniti
Jaguar
Land Rover
Lexus
Lincoln
Lucid^
Maserati
Mercedes-Benz
Porsche
Rivian^
Tesla^
Volvo
^ Not eligible for ranking
Who should use it
Designed for Retail and Digital Strategy Teams
• OEM sales organizations
• Marketing departments (awards)
• Digital retail strategy and transformation leaders
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