CustomerSatisfaction

The results are in from J.D. Power and Associates' latest annual Sales Satisfaction Index Study, and Jaguar has leapt back up to the top position that it occupied for three of the four past years before dropping last year to third. The study surveyed some 36,000 buyers and leasers of new cars on their dealership experience, taking into account the dealership's facility, the individual salesperson, the paperwork and finance process, vehicle delivery process and price as criteria for their overall satisfaction. Jaguar dealers scored particularly high in the delivery, paperwork and price categories by properly explaining their vehicle's features, delivering the vehicles in excellent condition and offering good value compared to its competitors.

After years of incremental improvement in customer satisfaction, a study from the University of Michigan shows that overall, Detroit automakers have declined versus their Japanese and German rivals. The study, which polls customers with six-month-old to three-year-old vehicles, shows that U.S. automakers have stalled in their quest to improve satisfaction. The problem? Rising gas prices have made truck and SUV customers very unhappy with their vehicles, which reflects negatively in the overall score.