04/04/2019 | Press release | Distributed by Public on 04/04/2019 13:34
MEXICO CITY: 4 April 2019 - Auto dealership salespeople who effectively explain key vehicle features and remain with the customer throughout the sales process are keys to high customer satisfaction, according to the J.D. Power 2019 Mexico Sales Satisfaction Index (SSI) Study.SM With a new-vehicle sales decline of 7.2% from 2018, dealers must focus on areas that drive customer satisfaction and increase service revenue.
'While the new-vehicle market is down slightly from 2018 due to market uncertainty, trade relations with the U.S. and other factors, an opportunity still exists for dealerships that commit to customer satisfaction,' said Gerardo Gomez, Senior Director and Country Manager at J.D. Power de Mexico. 'Many Mexicans have curbed spending due to insecurity about the future. Providing attentive service and knowledgeable product information to customers is crucial to a dealership's overall success.'
The study, now in its sixth year, is a comprehensive analysis of the new-vehicle purchase and delivery experience. It examines customer satisfaction with the selling dealer across five measures (listed in order of importance): vehicle delivery (26%); working out the deal (24%); salesperson (19%); dealership facility (18%); and test drive (14%). Overall satisfaction is calculated on a 1,000-point scale.
Following are some key findings of the 2019 study:
Mercedes-Benz ranks highest among luxury brands, with a score of 898. BMW (881) ranks second and Audi (872) ranks third. The average index score for luxury brands is 878, up 9 points from 2018.
Mazda ranks highest among mass market brands, with a score of 881. Toyota (877) ranks second and Ford (876) ranks third. The average index score for mass market brands is 854, down 2 points from 2018.
The 2019 Mexico Sales Satisfaction Index Study is based on the evaluations of 3,328 new-vehicle owners in Mexico after one to 12 months of ownership. The study was fielded from September2018 through February2019.
For more information about the 2019 Mexico Sales Satisfaction Index (SSI) Study, visit https://mexico.jdpower.com/es/resource/mexico-sales-satisfaction-index-ssi-mx.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
Media Relations Contacts
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