In the 2011 J.D. Power Sales Satisfaction Index, Volkswagen climbed nine spots to take the fourth place --- making it the biggest gainer among the auto brands in the U.S. J.D. Power makes an annual survey of the dealer sales process. J.D. Power spokesman John Tews said that there was an improvement in VW’s overall sales satisfaction score as it did better in all four of the buyer measures that the survey uses.
These factors are: working out the deal, delivery process, salesperson knowledge and sincerity, and facility atmosphere. The No. 1 spot went to BMW’s Mini in the mass-market brand segment for the second consecutive year.
Scion went from 11th last year to fifth place now. Nissan improved its position, from being near the last place of the 19 brands surveyed this year to the No. 12 spot.
Kia had a “better than most” rating last year but it has dropped to being less than average this year. The top spots in the luxury-vehicle segment went to Lexus, Cadillac and Mercedes-Benz while Audi, Acura and Volvo were rated to be below average.
Jaguar took the No. 1 spot in the rankings last year but for this year, it didn’t offer a sample size big enough to be statistically accurate.
J.D. Power surveyed 24,045 buyers who bought or leased their new vehicle in May 2011. The company said that overall, improvements were observed in all measures. The overall customer satisfaction improved from 635 points to 648 points on a scale of 1,000.