Data analytics and consumer intelligence company J.D. Power has released the results of its 2021 China Sales Satisfaction Index Study. The new study places Buick at the top of the list for customer satisfaction among mass market brands.
The J.D. Power 2021 China Sales Satisfaction Index Study is a measure of sales satisfaction among both new-vehicle buyers and rejecters, the latter of which are defined as those who seriously consider buying a brand, but ultimately buy a different one. New-vehicle buyer satisfaction is based on seven weighted metrics, including online experience (18 percent), communication before visit (10 percent), reception (15 percent), showroom visit (13 percent), test drive (8 percent), deal (16 percent), and delivery process (20 percent). Meanwhile, rejector satisfaction is based on six weighted metrics, including online experience (31 percent), communication before visit (30 percent), reception (17 percent), showroom visit (11 percent) test drive (6 percent), and negotiation.
This year’s study looked at responses from 25,412 new-vehicle owners from 70 major cities, all of whom purchased a new vehicle between May of 2020 and February of 2021.
Using these buyer responses, J.D. Power then calculated a satisfaction score for each respective vehicle brand, based on a 1,000-point scale. At the top of the mass market brand list was Buick with a score of 744. GAC Honda was tied with Buick with 744 points, while GAC Toyota was third with 743 points. The mass market brand average was 733 points.
“As auto customers in China tend to make their decision in the early stage of vehicle purchase and thus shorten the buying process, the online retail experience becomes increasingly important,” said digital retail consultant at J.D. Power China, Ann Xie. “Especially as luxury and mass market brands are nearly even in score for online retail, managing the customer lifecycle experience by leveraging digital marketing tools, privatizing traffic resources and innovative approaches such as subscription services to ensure that customers take their vehicle away joyfully and quickly, will become the new opportunity and challenge for automakers and dealers.”
Notably, mass market brands like Buick surpassed luxury brands in sales satisfaction scores for the first time in the study’s 22-year history, with the mass market average score of 733 besting the luxury brand average score of 732 by a single point.
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Comments
Congratulations to Buick for this achievement!
shouldn’t that be saic buick? and where is saic chevrolet??? somewhere below avg?
I don’t know why Buick is using Red, White, and Blue emblem on their cars when it is made in China. After they took our tax monies to save their company (which means saving jobs) they thumbed their noses at the American taxpayers. Moved operations to China and didn’t bring back the employees our tax dollars were supposed to be for. They lied to the American public, and they knew all along their plans to move to China. In addition, we probably have to pay a tariff to bring the models back to the U.S. to sell. We should never bail out auto manufacturers because they aren’t loyal.
Ease up, buddy. When the bailout occurred, Buick’s reputation in the USA had been sinking for years, and its sales continue to reflect that trend. The Buick name is still considered by many American buyers to represent cars made for the geezer generation.
In China, it’s a totally different story. The Buick name is highly respected, stemming from the post-WWII period when American-made Buicks were used to shuffle around top officials in style. Memories of Buicks from that era have been long-lasting, opening the door wide for GM to establish Buick as a highly respected, desirable brand in today’s booming Chinese market.
Buick’s traditional red, white and blue logo deserves respect, and it gets it in China. That it seems to find little respect in the USA market in spite of the excellent vehicles wearing the Buick nameplate today is unfortunate. And by the way – the Buick brand would be only a memory were it not for its success in China.
“Geezer” generation? Really?
Operations weren’t moved to China…they were already there. And last I knew you had to have an operation in China that was half Chinese owned to even operate there. Just like all the other car companies doing business there.
“Geezer”… this one was a draftee in ’68. Vietnam, Combat Infantry Badge, two air medals, army commendation and good conduct. Proud to drive a ’17 Lacrosse and be a Geezer…
This Geezer still takes my 56 Buick Conv. out for a spin on nice sunny days.
Buicks with the 3800 V6 were great cars, LeSabre would get 32 mpg highway beating even very small imports, 3800’s were known to last half a million miles properly maintained, i have a 1990 Buick Century with the 3.3 liter V6 closing in on 280K miles and still runs as smooth as a new Rolex watch
Buick has always been a quality semi luxury vehicle.. I have owned most North Anerican and several Japanese brands. My wife has just moved from a Cadillac SRX
to a Buick Envision while I now own a Buick Enclave. We are both very pleased with the quality and comfort of both SUV’s. Do not denigrate these brands. The Asian cars were needed to create quality competition to force GM Ford and Chrysler to up their game. GM has done it. Consumer Reports ratings demonstrate same for Buick much more than Cadillac
have to tell you John Paul that consumer distorts is the most biased anti-American publication in existence, even worse than PBS, NBC, ABC,CBS.. Therefore if anything American gets a thumbs up from consumer distorts you can bet it broke their hearts to admit it.. Buicks have long been GM’S best vehicle, perhaps even the best mass produced vehicle ever
Buick is continuing to garner these awards. They know what they are doing.
All I want to know is when can I buy and how can I buy a 2020 buick Lacrosse it looks amazing. I have a 2015 amazing vehicle, why are they not making them here ?
I HAVE DRIVEN GM CARS AND TRUCKS ALL MY LIFE AND I AM 76YRS OLD . NEVER HAD A ENGINE TO FAIL OR A TRANSMISSION. GM BUILDS THE WORLD’S BEST CARS AND TRUCKS BY FAR.
Matt or moron and a idiot
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