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J.D. Power: Mini, Lexus again offer most satisfying sales experience

JD Power has released its annual Sales Satisfaction Index Study, and once again Mini and Lexus have taken top honors. Overall, buyers are more satisfied with the auto-buying sales experience than they were last year, with those surveyed reporting an average score of 664 points on a 1,000-point scale. That's up from 648 in 2011. Dealer satisfaction also increased by five points over last year as well.
All told, Lexus brought home an index score of 737, which was high enough to put it atop the luxury brands for the second year in a row. JD Power says Infiniti came in second in that category with a score of 728 and Cadillac rounded out the podium with it's rating of 725. Speaking of Infiniti, that brand saw the single largest jump in sales satisfaction of any brand on the survey, popping up 52 index points over 2011.
Among mass-market brands, Mini ranked highest with a score of 712, followed closely by Buick with 706 and GMC farther down the line with 683. You can check out the full press release below for more information.

Buyers resent low inventories, prices over MSRP, study says

Vehicle inventory low, vehicle transaction prices high, customers fretting … welcome, J.D. Power, to the era of supply and demand. In a recently published survey from one of the auto industryÂ’s top analytical firms, findings show that customers' satisfaction with vehicle purchases in the United States this year has dipped for the first time in 10 years. The 2022 U.S. Sales Satisfaction Index (SSI) Study found that overall sales satisfaction has dropped to 786 (on a 1,000-point scale) from 789 in 2021. In that year, higher than expected trade-in values softened the effect of new vehicle price increases. But in 2022, on top of trade-in prices shrinking, many dealers elected to charge more than the ManufacturerÂ’s Suggested Retail Price, a factor that did not sit well with buyers. “When dealers charge more than MSRP, particularly with long-term loyal customers, they risk a potential long-term negative effect on customer advocacy and service business," said Chris Sutton, vice president of automotive retail at J.D. Power. Satisfaction among buyers who paid more than sticker price is 757, while satisfaction among those who paid the sticker price or less is 850, the Power report said. The lack of dealership inventory was also a customer irritant, J.D. Power found, a point that automakers and their dealers may want to consider. Many have maintained, or considered maintaining, a smaller inventory in the wake of the pandemic, keeping costs down and driving more customers toward factory orders. Regarding those consumers shopping for electric vehicles, the survey said that more than a third of them “failed to get instruction on EV charging before they left the dealership, which notably affects satisfaction.” Said Sutton, “Salespeople donÂ’t need to show gas-powered vehicle buyers how to fill their tank, but they do need to show EV buyers how to charge their vehicle.” There are positives to the Power conclusions, however, especially for Alfa Romeo dealers. The Italian brand ranked highest in customer satisfaction among premium brands with a score of 833, with Porsche a very close second (831) and Lexus (819) third. Alfa is on something of a roll these days, with its compact Tonale crossover due for release in the spring, and a new sports car in the works. Meanwhile, in PowerÂ’s “mainstream brand”” segment, Buick ranked first with a score of 825, followed by Dodge (816) and Subaru (804), all performing higher than the industry average.

2019 Buick Regal TourX sells better than expected, has brand's wealthiest buyers

Being a wagon fan in America is tough, since it seems everyone prefers the higher ride heights and SUV looks of crossovers. But today we have some good news for wagon fans via Buick. Apparently the 2019 Buick Regal TourX is popular with well-heeled buyers, and it's been selling quite a bit better than Buick expected. A representative from Buick revealed that Regal TourX buyers have the highest average income of any of the brand's products. He even noted that TourX buyers' average income is higher than the Buick Enclave Avenir, the extra-plush variant of the three-row crossover and the most expensive vehicle in Buick's lineup. To put the price difference into perspective, the most expensive Regal TourX starts at $35,995, while the Enclave Avenir starts at $54,695. Besides selling to people of some means, the Regal TourX has proven to be more popular than Buick expected. Buick's representative said that initial estimates were that the wagon would make up about 25% of sales, but it's actually making up about 40% right now. Buick has sold 3,408 Regals in total this year, so that means about 1,400 of them were TourX wagons. That number doesn't quite translate over all of 2018 since the TourX was released a little later and the supply was still ramping up through the year. As such sales were closer to 3,000 out of a little over 14,000 for the whole year, or somewhere above 20%. But the increased percentage from the model's release is still impressive. Granted, sales still favor crossovers. Buick's least popular crossover, the Envision, sold about twice as many units as all Regals last quarter. Yet, we count this as good news on the wagon front. Better still, the TourX's top rival, the Subaru Outback, has moved 76,000 units so far this year. Times may be tough for the wagon fan, but there are still some small wins to celebrate. UPDATE: The estimate of Regal TourX numbers for 2018 was higher than actual sales as the TourX was launched later than all Regal models, and the supply wasn't up to full steam for the whole year. The corrected number is now in the text. Related Video: