04/04/2019 | Press release | Distributed by Public on 04/04/2019 08:48
SÃO PAULO: 4 April 2019 - Buyers of luxury vehicles have higher satisfaction than buyers of volume vehicles in all five measures, according to the J.D. Power 2019 Brazil Sales Satisfaction Index (SSI) StudySM, published today. The greatest difference is seen in the areas of vehicle delivery process and interaction with the salesperson.
'We have noted changes in the importance of the five measures that contribute to the satisfaction index,' said Fabio Braga, Director of Brazil Operations at J.D. Power Brazil. 'When this kind of shift occurs, one can be sure we're on the verge of a change in the customer profile. In the 2019 study, aspects linked to working out the deal and the salesperson increased in relevance among customers.'
Following are some key findings of the 2019 study:
Hyundai-Caoa ranks highest among volume brands with a score of 871. Honda and Peugeot rank second in a tie with 859. Chevrolet ranks fourth with 858.
BMW ranks highest among luxury brands with a record score of 883. Mercedes-Benz (879) ranks second.
The Brazil Sales Satisfaction Index Study, now in its seventh year, promotes an encompassing analysis of the new car sales experience and looks at customer satisfaction based on five measures (listed in order of importance): working out the deal (24%); delivery process (22%); salesperson (20%); dealership facilities (18%) and test drive (16%).
The study is based on the survey responses of 4,630 new-vehicle owners in Brazil within 1-12 months of the purchase. The study was fielded from November 2018 through February 2019.
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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