Study: Jaguar ousts Lexus from atop J.D. Power 2013 Sales Satisfaction Index

Filed under: Car Buying, Jaguar, Mini

Jaguar dealer forecourt sign

Jaguar has taken the top spot among luxury brands in the 2013 Sales Satisfaction Index, an annual survey conducted by J.D. Power that measures customer satisfaction with the experience of purchasing a new vehicle. The English brand, not even among the top three luxury automakers on the list last year, vaulted ahead of Lexus, which placed third this year after leading the list in 2011 and 2012. Porsche, meanwhile, moved into second place.

The rankings are based on a point score out of 1,000, with Jaguar earning 740 points, Porsche right behind with 739 and Lexus with 737. Volvo, meanwhile, made the biggest improvement among luxury brands with a 30-point jump to 708, bring it up from 11th place to 9th this year.

J.D. Power has a separate ranking for mass-market brands, and this year Mini again tops the list with a score of 718, far outpacing second-place Buick with a score of 694 and making it the fourth time Mini has lead this list. After Buick, the next two ranked brands are both American and both from General Motors, with Chevrolet and GMC sharing third place with a score of 686.

In studying the new-car buying experience, J.D. Power also found that customer satisfaction was higher when salespeople used tablets during the buying process. When such devices were used by salespeople to collect information, demonstrate features or display pricing and payment information, the customer satisfaction score was some 52 points higher – 844 vs. 792 on the study’s 1,000-point scale. Despite their positive effect, tablets are presently used by only 10 percent of dealerships, according to the study. Given the influential nature of J.D. Power studies, we’re willing to bet you’ll soon see a lot more of these computers at dealers near you in short order.

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Jaguar ousts Lexus from atop J.D. Power 2013 Sales Satisfaction Index originally appeared on Autoblog on Mon, 18 Nov 2013 17:59:00 EST. Please see our terms for use of feeds.


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