Buick was ranked as the top mass market brand in the recent J.D. Power 2022 U.S. Sales Satisfaction Index Study, besting Dodge in second place and Subaru in third.
The J.D. Power 2022 U.S. Sales Satisfaction Index Study marks the study’s 37th year, once again providing insight into customer satisfaction with regard to the new-vehicle sales experience. Both new-vehicle buyers and rejectors were studied, the latter of whom are customers who shop at a given dealership but purchase elsewhere.
The latest 2022 study is based on responses from 36,879 buyers who purchased or leased a new vehicle between March and May of 2022. The study was fielded between July and September of 2022.
The study measures buyer satisfaction based on six factors, each of which is weighted by a percentage in terms on importance. These include the delivery process (26 percent), dealer personnel (24 percent), working out the deal (19 percent), paperwork completion (18 percent), dealership facility (10 percent), and dealership website (4 percent). Meanwhile, rejecter satisfaction is based on five factors, also weighted by a percentage based on importance, including salesperson (40 percent), price (23 percent), facility (14 percent), variety of inventory (11 percent), and negotiation (11 percent).
J.D. Power uses these factors to calculate an overall score for each vehicle brand studied, based on a 1,000-point scale, with a higher score indicating greater overall satisfaction.
Among the 16 mass market brands studied, Buick ranked the highest, scoring 825 points. Dodge was second with 816 points, Subaru third with 804 points, Chevy fourth with 803 points, and GMC fifth with 802 points. The mass-market segment average was 782 points.
J.D. Power notes that overall industry customer satisfaction with the vehicle purchase experience declined for the first time in over a decade, with overall sales satisfaction falling to 786 points, as compared to 789 points in 2021. The study notes that 25 percent of mass market buyers paid over MSRP, a major contributing factor in satisfaction.
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Comments
This is one of the survey’s that JDP does that really doesn’t matter much, yet it’s quite important. The experience you have when buying/leasing can have a huge impact on if you buy that brand again down the road or refer that brand/dealer. IMO, this just gives Buick one more feather to stick in their hat to brag about, as they should. Buick is a great brand. I’m very hopeful that GM will give them an EV sedan (car) in the near future in which I can feel good about buying.
Congratulations to Buick dealers and their employees! I hope that GM uses these results to help promote the brand.
The gap between Dodge and Chrysler is interesting as the same dealers sell both makes. With a few exceptions, all “Chrysler Corp” makes are sold together at dealers.
Congratulations Buick.
My late In-laws bought a new 1999 Buick Century. My wife inherited the car after they passed on. We sold the Buick to her childhood friend and she still has the car on the road to this day. Still quiet and smooth to drive. Buick quality; “Better Buy Buick”!
This doesn’t come close to the experience I have had with the 2016 Buick Encore I bought in November 2016. THIS WAS THE FIRST TIME I HAD EVER BOUGHT A BUICK PRODUCT, AND IT WILL BE THE LAST TIME I BUY ONE. Throughout my adult driving career, I have owned a Chevrolet Malibu, a Ford Explorer, a Datsun 280Z (sold it a person who liked Z’s, wanted a clean one, and mine had been garaged mostly especially during the winters because it didn’t like driving in the snow), a Nissan Sentra (sold it to a college student), and a Mazda Tribute. And there were a couple of others along the way. All of these cars, in my humble opinion, were far superior, in all quality aspects, to the Buick. I take care of my cars, get them in for regular maintenance, and drive them sensibly (except for the 280Z), and they served me well.
The Encore is barely 6 years old (and 86K miles), and I expected that I would NOT have major repair issues for a while, yet. The water pump had to be replaced in 2022; and now, barely into 2023, there is something with valves that need to be replaced to keep the oil from leaking out onto the floor of my garage, to the tune of $2000 plus dollars. And, get this, the necessary parts for the repair are not readily available (I am told they have been ordered), and I am already into my 4th day of driving the dealer’s rental car that is costing me a mere $45 a day! Do you think I will buy another Buick? YOU COULDN’T GIVE ME ONE! And, anyone who will listen to me will hear this same refrain. Enough said. Plus, aside from getting this off my chest, I doubt if anyone, dealership included, cares. Oh. By the way, I have a sister-in-law who drives a 20 plus year old Honda Accord with over 200,000 miles and she drives it every day, with very few problems. Can you guess what my next car is likely to be?