Overall, the experience of buying a new vehicle improved in 2009 from the previous year, but automakers still lost 12% of new-vehicle sales to other brands—mostly as the result of poor customer treatment. The study found that one in five customers who left a dealership did so due to poor treatment from the salesperson. On average, customers visit three dealers or fewer and will make a purchase at the first if they have a good experience, according to the study.
J.D. Power’s Sales Satisfaction Index measures five factors: the dealership facility, salesperson, the paperwork process, delivery process and the vehicle’s price. The information comes from 48,000 new-vehicle buyers who purchased or leased in 2009.
Other luxury brands to do well in the index were Cadillac, Lexus and Mercedes-Benz, while mass market brands that scored high included Smart, Buick and the now-defunct Pontiac.
Check out the full numbers after the jump.