Improve New-Vehicle Buyer Satisfaction

The 2024 installment of the J.D. Power U.S. Sales Satisfaction Index (SSI) Study reports that while improvements in inventory and price continue to elevate the new-vehicle shopping experience this year, gains in other aspects of the buyer experience are comparatively modest. There is room to improve new-vehicle buyer satisfaction.

But how? Study results include ten Key Performance Indicators (KPIs) that are most impactful to new-vehicle buyers. In fact, as dealers meet more of these KPIs, there is a direct correlation with an increase in purchase satisfaction.

6 in 10 buyers report having 9 or 10 Top KPIs completed at the dealership, which correlates with a relatively high average Buyer Score of 917. 

Even among the 26% of buyers who report having 7 or 8 Top KPIs completed, the correlating average Buyer Score is only 827 — fully 90 points lower than the “9-10 KPI” group.  What are the Key Performance Indicators for new-vehicle sales success this year? How does each brand rank in terms of meeting these KPIs?

The 2024 SSI Study releases to subscribing clients on Wednesday, November 6th, followed by high-level results and brand rankings publicly released on November 7th. Client deliverables will answer these questions and provide many ways to improve new-vehicle buyer satisfaction. While you wait, learn about the study >