For those of us who know and love the brand it probably comes as no surprise, but Porsche has once again ranked highest amongst all competitors in the latest J.D. Power 2016 U.S. Sales Satisfaction Index (SSI) Study. This is the 2nd consecutive year that Porsche placed higher than all other luxury manufacturers. Porsche improved upon its 2015 standing by 72 points to capture the overall ranking for the second time in the 30-year history of the SSI Study.
What The Study Measures
The SSI Study measures satisfaction with the sales experience among new-vehicle buyers and rejecters — those who shop a dealership and purchase elsewhere. Buyer satisfaction is based on four measures:
- working out the deal (25%);
- salesperson (19%);
- delivery process (16%);
- facility (15%).
Porsche ranked highest among all automotive brands across all four categories. Rejecter satisfaction is based on five measures:
- salesperson (10%);
- fairness of price (4%);
- experience negotiating (4%);
- facility (3%);
- and variety of inventory (3%).
Porsche improved this year in the areas of price, facility and inventory.
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Customer satisfaction is our highest priority in our endeavor to deliver a unique and rewarding Porsche experience,” said Klaus Zellmer, President and CEO, Porsche Cars North America, Inc. “We pride ourselves on building exciting and innovative sports cars, but our success is ultimately measured by the approval and appreciation of our customers. I would particularly like to thank our dealer partners who have made it their mission to provide a benchmark experience for their clients who are purchasing a Porsche.
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Methodology
The 2016 SSI Study is based on responses from 28,979 buyers who purchased or leased their new vehicle in April or May 2016. The study is a comprehensive analysis of the new-vehicle shopping and purchasing experience and measures customer satisfaction at U.S. dealerships.