U.S. Sales Satisfaction Index (SSI) Study
Read the 2023 SSI press release >
As the product quality gaps among automakers narrows, the retail experience remains an area of differentiation. Manufacturers and dealers have the ability to generate long-term customer loyalty based on the quality of their sales experience. It is critical for automotive dealerships to measure customer feedback against industry benchmarks to help create such differentiation.
The Solution
The JD Power Sales Satisfaction Index (SSI) StudySM provides a comprehensive analysis of the new-vehicle purchase experience from the customer perspective. The study measures the ability of dealerships to manage the sales process, from product presentation and price negotiation to the finance and insurance process and final delivery. The study provides insights into customer needs and expectations and provides recommendations for improving the sales process.
The Benefits
Study subscription provides access to the tools needed to gain a comprehensive, in-depth understanding of the considerations and intentions of new-vehicle buyers and lessees throughout the entire shopping and buying experience.
Specifically, the study examines:
- Influential reasons for visiting and purchasing from selling dealer
- Digital retailing behaviors, interactions, and associated satisfaction
- Shopping behavior including email, text, phone and chat
- Time spent at dealership during the purchase process
- Key salesperson and dealer staff performance metrics
- Vehicle delivery performance, including salesperson’s explanation of vehicle features
- Dealership and brand advocacy measures and future brand and dealer repurchase intentions
- Reasons for rejecting other dealerships shopped
Additionally, the study provides:
- Information regarding test drives
- Number of same-make and different-make dealerships shopped
- Demographic profiles of buyers and rejecter
- Linkage between purchase experience and dealer gross
2024 Key Dates
- Fielding: June - September 2024
- Publish: November 6, 2024
- Press Release: November 7, 2024
Press Release & Award Information
Awards will be presented to the highest-ranked nameplate that meets all research and sample criteria in each segment below. Award claims will be worded as follows:
- “Highest in Customer Satisfaction with the Dealership Sales Experience among Mass Market Brands”
- "Highest in Customer Satisfaction with the Dealership Sales Experience among Mass Market [Car, SUV/Minivan, Truck] Shoppers"
- “Highest in Customer Satisfaction with the Dealership Sales Experience among Premium Brands”
- "Highest in Customer Satisfaction with the Dealership Sales Experience among Premium [Car, SUV] Shoppers"
Learn More about all JD Power Awards >
Find Out about JD Power Performance Reports >
Profiled Brands
View Vehicles Profiled by Segment >
(Information Updated 6.13.24)
