2013 U.S. Sales Satisfaction Index (SSI) Study Results
Sales satisfaction among new-vehicle buyers is 52 points higher (on a 1,000-point scale) when their salesperson uses a tablet device during the sales process, according to the recently published J.D. Power 2013 U.S. Sales Satisfaction Index (SSI) Study.SM Moreover, satisfaction is highest among new-vehicle buyers who are presented with pricing and payment options on a tablet or a computer screen.
The study finds that overall satisfaction with the vehicle sales experience is 844 when the salesperson uses a tablet device, compared with 792 when no tablet is used. With regard to pricing and payment options, satisfaction is highest among new-vehicle buyers who are presented with that information on a computer screen or tablet (833), followed by a computer printout (820); verbal price quotes (792); and hand-written figures (780).