2024 U.S. Sales Satisfaction Index Study Findings

The document is a report detailing the findings of the J.D. Power 2024 U.S. Sales Satisfaction Index (SSI) Study. It outlines the increase in customer satisfaction with the vehicle purchase process, which has risen to 801 on a 1,000-point scale, up from 793 the previous year. The report notes that while improvements in new-vehicle inventory and pricing have positively impacted satisfaction, other areas such as personnel and paperwork have seen modest gains. Key findings include a significant decline in the percentage of buyers paying above MSRP and the importance of meeting key performance indicators (KPIs) for customer satisfaction. The study also highlights that battery electric vehicle (BEV) buyers remain less satisfied than those purchasing internal combustion engine (ICE) vehicles. Rankings reveal that Porsche leads among premium brands for sales satisfaction, while MINI ranks highest among mass market brands. The study is based on responses from 34,596 buyers and aims to provide a comprehensive analysis of the new-vehicle purchase experience.