Porsche Tops Sales Satisfaction in J.D. Power Study

Porsche delivered the best customer buying experience among 32 brands measured in this year’s J.D. Power U.S. Sales Satisfaction Index.

The annual analysis reflects a weighted average of dealership factors that make shoppers satisfied—or prompt them to buy elsewhere. Power says brand satisfaction is 19 points higher among buyers whose dealers corresponded by text message than those that relied on phone calls.

Porsche outscored all brands this year with 828 points out of a possible 1,000. Two other luxury marques, Infiniti (824) and Lexus (823), were close behind. This year’s average score for the 14 luxury brands studied is 804, six points higher than Mini, the highest-rated mass-market brand.

But Mini (798) and GMC (797) outscored such luxury brands as BMW (794), Jaguar (786), Acura (785) and Land Rover (780). Other high-ranked mass-market brands are Buick (792), Chevrolet (792) and Ford (788).

The SSI study asks buyers to rate dealer personnel, the deal, paperwork, the delivery process, dealer facility and dealer website. So-called rejector satisfaction focuses on the salesperson, vehicle price, negotiating experience, inventory and dealership facility.