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GMC Ranks Second In J.D. Power Summer 2024 U.S. Manufacturer Website Evaluation Study

For the third consecutive J.D. Power Website Evaluation Study, GMC was ranked second overall, indicating that consumers are extremely satisfied with Big Red’s website.

According to the J.D. Power Summer 2024 U.S. Manufacturer Website Evaluation Study, GMC ranked second overall with a score of 744 out of a possible 1,000 in the mass-market segment. This places Big Red ahead of rivals Jeep and Honda, which each earned a score of 743 and 742, respectively. Regarding General Motors’ other mass-market brands, Chevy and Buick ranked first and 11th with scores of 758 and 717, respectively.

It’s worth noting that the segment average was 722, while Mini and Mitsubishi were placed towards the bottom of the list with scores of 700 and 685, respectively.

“There were numerous macroeconomic factors, such as lack of chips and inventory, negatively influencing the auto industry during the pandemic,” J.D. Power Digital Solutions Analyst Chelsea Duckhart noted. “Now, the auto industry is as close to normal as it has ever been and because of that, we are seeing an increase in inventory, incentives and rebates. Additionally, manufacturers are being more transparent by showing vehicles being built and delivered as well as an increase in price transparency, all things that significantly affect website satisfaction.”

Front-three-quarter view of GMC Acadia.

For background, the first rendition of this study was released in 1999 and has been issued semi-annually since. It examines customer satisfaction while shopping for a new vehicle on automotive manufacturer websites. The latest version of the study is based on survey responses collected from 10,471 new vehicle shoppers who indicate that they will be in the market for a new vehicle sometime in the next two years. For the Summer 2024 edition, responses were fielded in May 2024.

These responses were focused primarily on four key metrics, listed in order of importance: information / content, visual appeal, navigation, and speed. The responses were then used to calculate an overall satisfaction score for each automotive manufacturer studied.

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Comments

  1. Not sure where the chart came from, but it sure goes against all the reliability rating for the top 15 cars/trucks. How old is this pup writing this article?

    Reply
  2. Gerald, it’s my understanding that this is not about reliability ratings but, rather, about brands’ websites (in terms of information/content, visual appeal, navigation, and speed).

    That makes me curious, because all of the GM brands’ websites use virtually the same template – vehicles, shop, search inventory, etc.

    Perhaps in the case of Buick, people are giving them a lesser rating because of the paltry vehicle lineup, and no mention of any future EV vehicle coming out in 2024.

    Reply
    1. I suspect it’s just that these types of surveys are particularly meaningless. It would really depend on what someone was trying to do on the website.

      While GM’s website is not particularly bad, it could use a lot of improvement. For example, when you’re looking at model trim level feature differences, similar items are not placed next to each other. For example type of seat controls or lighting features. Even worse, they don’t have an option just to show the differences between the models (I don’t remember which manufacturer does that, but it’s very nice).

      My experience with GM’s Chevy site today was particularly bad. They don’t give lease offer residual values, which makes the information particularly worthless if you’ll at all likely to want to redeem at the end of the lease. To make matters worse, the number they give to call on the website is to a bank which doesn’t have that type of information.

      Reply
  3. Christopher,
    If the article is about the manufacturer’s websites and their completeness. that is even worst. First off, I know this is a GM site, but I am a Ford guy and have been since 1972..yes I’m that old. But, my training and work experience for 50 years was around engineering, model design, marketing, and product management for Caterpillar Inc. I research whatever I buy and compare it to other like products before I pull the trigger. What I have found, is that Ford’s online vehicle sales information, far outpaces other manufactures in providing pictures and narrative about their option packages. Please take a look. If you have anything to do with GM product marketing and sales, it should help. Good chatting with you.

    Reply
  4. I still don’t understand why GM are looking to bring the GMC Denali into Australia with Chevrolet showing a better result in the the rankings. We already have GMSV selling the Chevrolet Corvette and Chevrolet Silverad here and the Chevrolet Camaro is racing here in our V8 Supercars Series so why not continue the Chevrolet line up to strengthen that Brand. Australians are also buying Chevrolet Merchandise. We are not a big enough population to expect them to buy a different brand in Vehicle type and Merchandise. Bring the next offering of the Chevrolet Colorado and Chevrolet Tahoe. These vehicles sit within size and requirements of what the the average enthusiast and Australian car buyer accept. I believe GM are also looking to send the Cadillac Lyriqe EV ONLY. Australians will alienate an EV ONLY. EVs are not selling here either. Someone in Marketing are NOT LIVING IN THE REAL WORLD at the moment.

    Reply
  5. Gerald,

    It’s called having a bias. You obviously are a Ford guy, which is fine. Don’t pretend about researching will convince you that you don’t have a bias.

    Take care

    Reply

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