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Buick Tops Retail Sales Satisfaction Study

November 14, 2016

Buick has come in at the top of J.D. Power's 2016 U.S. Sales Satisfaction Index Study for mass market brands, while Porsche ranks highest among luxury brands, J.D. Power has announced.

The study essentially rates the dealership sales process and an automotive brand's relative strength in the marketplace.

The study found that 24% of owners of luxury vehicles and 16% of owners of mass market vehicles in 2016 worked with both a salesperson and a product specialist when buying or leasing their new car, which was up from 19% and 15%, respectively, just two years ago.

The dealership product specialist’s primary role is to make the owner aware of the array of technology in their new vehicle and help them understand how to use it. For example, the product specialist helps the owner pair their smartphone to the vehicle’s Bluetooth system; shows how to operate the navigation system; and explains the vehicle’s audio and communication systems.

Owners who work with both a salesperson and product specialist are overall more satisfied with the sales experience than those who work only with a salesperson (836 vs. 829, respectively, on a 1,000-point scale).

Read the full report here.

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