- Service & Repair
Chicago—November 3, 2003—J.D. Power and Associates newly released 2003 Dealer Satisfaction with Online Buying Services StudySM reports that Cars.com is the leader in dealer satisfaction among independent Web sites for the third consecutive year. The company received high marks for both quality and service from dealers and has an overall satisfaction index score that is significantly higher than the average score for independent services.
"Dealers have consistently recognized our ongoing commitment to service and have named Cars.com highest in overall dealer satisfaction three years in a row," said Mitch Golub, general manager of Cars.com. "We are particularly proud to be at the forefront of dealer satisfaction at a time when more dealers than ever before are turning their attention to the Internet as a medium to reach buyers they otherwise would not. We will continue our commitment to providing the highest quality service and support to ensure our dealers see the greatest sales return on their Internet investment. "
Cars.com ranked well above the average of independent services evaluated on all measures of satisfaction including business generation, advertising and fees. Additionally, Cars.com ranks highest among all independent services for both dealer support/service and transmission of leads. These measurements reflect dealers' satisfaction with the training, technical support and level of contact Cars.com provides as well as the amount of information provided in Cars.com's leads, the method used to transmit leads and the quick time frame in which they are delivered.
The study also finds that dealers who have been trained by an online buying service tend to close a higher percentage of leads from that service - particularly for used vehicles. Over half of Cars.com customers received training, more than any other independent online buying service. As a result, Cars.com customers reported closing averages above those of other independent services, a finding in keeping with the reported correlation between training and closing ratios.
"Dealer satisfaction with Cars.com's training and support is a testament to our local approach," said Golub. "Our relationship with leading newspaper and television partners in more than 170 markets allows us to deliver customized local training seminars, ongoing personal support and regular dealer visits, backed by a strong understanding of the local market. We do more than provide high quality leads. Local affiliate representatives are true advertising partners, providing dealers with the merchandising solutions and local market insights to help turn leads into sales."
In its sixth year, the J.D. Power and Associates 2003 Dealer Satisfaction with Online Buying Services StudySM examined independent online buying services such as Cars.com, manufacturer services and others in a side-by-side comparison to gauge dealers' attitudes towards the various online buying services. Dealers evaluated services on everything from the quality of leads to the fees they pay or the training and technical support they receive from the service.
More than 4000 dealers recognize Cars.com as the partner to help increase sales, manage prospects and drive repeat business. Partnered with more than 170 leading metro newspapers and television stations across the nation, Cars.com helps dealers promote their dealerships and connect with informed, ready-to-buy local consumers. Launched in June 1998, Cars.com is a division of Classified Ventures, LLC, which is owned by six leading media companies. To become a Cars.com dealer or learn more about Cars.com products and services, visit www.dealers.cars.com or call 800/298-1460.