Chevy Ranks Average In J.D. Power Winter 2023 U.S. Website Study
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Automaker websites are gaining in importance with regard to the car-buying experience, with shoppers leveraging online tools like configurators, price comparisons, vehicle comparisons, 360-degree viewers, and payment / lease calculators when considering their new car. Now, according to a recent study, Chevy has ranked dead average in customer website experience.
American consumer research and analytics company J.D. Power recently released the results of its U.S. Manufacturer Website Evaluation Study, a semiannual study that examines customer satisfaction with automotive manufacturer websites while shopping for a new vehicle. The study was initially released in 1999, with the latest 2023 U.S. Manufacturer Website Evaluation Study – Winter examining survey responses from 10,487 new-vehicle shoppers who indicate they will be in the market for a new vehicle in the next two years. The latest study was fielded between October and November of the 2022 calendar year.
Customer responses are centered on four key metrics, listed in order of importance as “information / content; visual appeal; navigation; and speed.” From these responses, J.D. Power then calculates an overall satisfaction score based on a 1,000-point scale, with a higher score indicating greater overall customer satisfaction. In the latest study, Chevy ranked eleventh among 19 brands evaluated in the mass market segment, scoring 708 points. The segment average was also 708 points. Ranking just below Chevy was Chrysler with 707 points, while Ram ranked just above Chevy with 712 points. The top of list was headed by Jeep with 727 points, followed by Dodge and Nissan, both of which scored 725 points.
“In today’s shopping environment, manufacturer websites must have a robust set of tools for shoppers to use,” said director of digital solutions at J.D. Power, Jon Sundberg. “Not only is it important to have the tools, they also need to be easily discoverable, well-designed and intuitive to use to significantly drive brand consideration.”
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