Overall satisfaction with car manufacturer websites is the highest it since to an increase of inventory and incentives, according to a recent J.D. Power survey.
The J.D. Power U.S. Manufacturer Website Evaluation Study is a semiannual study that measures customer satisfaction of automotive manufacturer websites during the process of shopping for a new vehicle by examining four key measures (in order of importance): information/content; visual appeal; navigation; and speed.
Mercedes-Benz ranks highest among premium manufacturer websites with a score of 757, while Chevrolet topped the mass market sector with a score of 758.
A Return to Normal
Chelsea Duckhart, analyst of digital solutions at J.D. Power, noted there were numerous macroeconomic factors, such as lack of chips and inventory, negatively influencing the auto industry during the pandemic.
“Now, the auto industry is as close to normal as it has ever been and because of that, we are seeing an increase in inventory, incentives and rebates,” said Duckhart in a press statement.
“Additionally, manufacturers are being more transparent by showing vehicles being built and delivered as well as an increase in price transparency, all things that significantly affect website satisfaction.”
Study Rankings
The average in the premium category was 739. Those dealerships besides Mercedes-Benz above the average include Lexus (756), BMW and Infiniti (751), Tesla (750), Genesis (748), Land Rover and Volvo (742) and Cadillac (741).
The average in the mass market 722. After Chevrolet, those having a better than average score was GMC (744), Jeep (743), Honda (742), Subaru (739), Ram (735), Kia (729), Mazda (724) and Nissan (722).
First released in 1999, The U.S. Manufacturer Website Evaluation Study is based on responses from 10,471 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded in May 2024.
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