2017 U.S. Sales Satisfaction Index (SSI) Study - Chris Sutton - J.D. Power

 
2017 U.S. Sales Satisfaction Index (SSI) Study - Chris Sutton - J.D. Power
2017 U.S. Sales Satisfaction Index (SSI) Study

                                                                                                                       Chris Sutton
                                                                                         Vice President, U.S. Automotive Retail Practice
                                                                                                                        +1 714-621-6239
                                                                                                                 chris.sutton@jdpa.com

© 2017 J.D. Power. All Rights Reserved. CONFIDENTIAL AND PROPRIETARY—For Internal Use.
2017 U.S. Sales Satisfaction Index (SSI) Study - Chris Sutton - J.D. Power
Welcome
                         Welcome to the J.D. Power 2017 U.S.                          Variety of Inventory (15%); and
                         Sales Satisfaction Index (SSI) Study,SM                      Dealership Facility (14%). Scores for
                         which provides automakers with an                            each measure are reflected in an
                         objective measure of the overall sales                       index based on a 1,000-point scale
                         satisfaction levels among new-vehicle                        developed by J.D. Power.
                         buyers in the United States. The annual
                         U.S. SSI study was redesigned for 2017.                      With retail sales in 2017 forecast to
                                                                                      decline slightly vs. 2016, automakers
                         The study provides a numerical index                         must fully understand satisfaction
                         ranking of the highest-performing                            drivers of the purchase experience,
                         automotive brands, which is based on                         with improved close rates and
                                                                                                                                                        Chris Sutton, Vice President
                         the combined index scores of measures                        customer retention as the goal.                                   U.S. Automotive Retail Practice
                         that comprise the vehicle buyer and                                                                                            +1 714-683-8797
                         rejecter purchase experience. The                            This year, we’re excited to introduce                             chris.sutton@jdpa.com

                         buyer measures are: Dealer Personnel                         a Net Promoter Score® (NPS)
                         (28%); Delivery Process (21%);                               component to our suite of J.D Power
                         Working Out the Deal (18%);                                  syndicated studies. We look forward
                         Paperwork Completion (16%);                                  to sharing that information with you.
                         Dealership Facility (13%); and
                         Dealership Website (4%).                                     I hope you find the insights in this
                                                                                      study valuable. Please contact me for
                         From the rejecter’s perspective, they                        any assistance or feedback.
                         include: Experience Working with the
                         Salesperson (40%); Fairness of Price
                         (15%); Experience Negotiating (15%);                         Chris Sutton

    Note: Net Promoter, Net Promoter System, Net Promoter Score, NPS® and the NPS®-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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U.S. Automotive Market Conditions

    Light-vehicle sales in the United States           Passenger Cars                   2012        2013       2014        2015       2016        2017
    are forecast to reach 13.93 million units          Days to Turn                       47         59          70         70          74         81
    in 2017, down 1.5% from the record                 Profit Margin                    2.3%        1.8%       1.4%        1.0%       0.8%        0.7%
    14.13 million units sold in 2016,
                                                       F&I Profit Margin                $625        $652       $689        $734       $756        $784
    according to data gathered in the
    Power Information Network® (PIN)                   Vehicle Gross                    $617        $501       $401        $288       $242        $197
    from J.D. Power.                                   Light Trucks                     2012        2013       2014        2015       2016        2017
    Slower sales have meant that dealer car            Days to Turn                       53         56          55         54          60         65
    and truck inventory positions have                 Profit Margin                    2.7%        2.6%       2.5%        2.2%       1.9%        1.7%
    grown in 2017, compared with 2016.
                                                       F&I Profit Margin                $ 734       $ 777      $ 803       $ 853      $ 855       $886
    Due to the decrease in sales volumes,              Vehicle Gross                    $ 950       $ 916      $ 899       $ 815      $ 721       $667
    there has been downward pressure on
    new-vehicle margins, which in turn has                                     U.S. Light-Vehicle Retail Sales Forecast
    placed more pressure on the F&I                                                                       14.25 14.13               13.93      13.90
    departments and the F&I experience.                                                 12.84 13.56
                                                                               11.73
    Projected sales suggest further declines                           10.32
                                                           9.18
    in 2018 and 2019 amid increasing
                                                Millions

    market headwinds, one being the
    Federal Reserve’s potential decision to
    increase interest rates.

                                                           2010        2011     2012      2013       2014       2015      2016      2017f      2018f
                                                       Source: Power Information Network® (PIN) from J.D. Power
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Contents

                                 1.   Dealer Website Photos, Promotion, and Chatting
    This analyst briefing
    examines topics that are     2.   Customers Who Use a Third-Party Buying Program
    important to delivering
    high levels of sales         3.   Customers Who Perform Pre-Purchase Research
    satisfaction in the United
    States and to driving        4.   Delivering Satisfaction During the Delivery Process
    customer loyalty and
                                 5.   How Customers Prefer to Learn about Features/Controls
    advocacy.
                                 6.   Post-Vehicle Delivery Contact by Selling Dealer

                                 7.   Important Dealer Staff Processes During Vehicle Delivery

                                 8.   Vehicle Condition on Delivery and Impact on Satisfaction

                                 9.   Types of Digital Devices Used by Sales Consultants

                                 10. Price Presentation to Customers

                                 11. Key Performance Indicators

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Dealer Website Photos, Promotion, and Chatting
             1                Actual inventory photos and promotions have greatest impact on satisfaction
                Type of Photos on Dealer Website                                                                 Were there promotions on the dealer website?
100%                                                               950                              100%                                                                 950
                                      82%

                                                                   Buyer Satisfaction Index
80%                                    831

                                                                                                                                                                         Buyer Satisfaction Index
                                                                   850                              80%                                           73%
              798                                                                                                                                                        850
                                                            787                                                         778
60%                                                                                                                                                823
                                                                                                    60%
                                                                   750
            38%                                                                                                                                                          750
40%
                                                           25%                                      40%
                                                                   650                                                27%
20%
                                                                                                                                                                         650
                                                                                                    20%
 0%                                                                550
         Stock photos           Photos of dealer's    Don’t know                                     0%                                                                  550
                                 actual inventory                                                                      No                         Yes

            Did you do any chatting on the dealer website?                                          ▪      Providing actual photos of vehicles in inventory provides
100%                                                               950                                     a large increase in satisfaction score (+33 points)
                    90%
                                                                                                           compared with stock vehicle photos.
                                                                         Buyer Satisfaction Index

 80%                                                 820
                        811                                        850                              ▪      Offering promotions on the dealer website increases
 60%                                                                                                       satisfaction (+45 points) compared with not offering
                                                                   750                                     them. Promotions should be displayed prominently, with
 40%                                                                                                       a minimum of clicks to access, and promotions must
                                                                   650                                     remain current.
 20%
                                                     10%
                                                                                                    ▪      Only 10% of customers use the online chat function, and
  0%                                                               550                                     these customers only experience a slight increase in
                    No                               Yes                                                   sales satisfaction (+9 points).

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Customers Who Use a Third-Party Buying Program
         2              Dealers need to be aware that third-party transactions tend to diminish satisfaction

             Used a Third-Party Buying Program                                            Used a Third-Party Buying Program
                                                                                                         No               Yes
                         No          Yes

                  91%                                                                                         853
                                                                                                                    829                           832
                                                                     822                      815                                                       814
                                                                                  811
                                                                           796                                            790         795
                                                                                        781         776                         773
                                                                                                                                            758

                                        9%
                                                                    Buyer Index   Website     Facility        Personnel    Deal       Paperwork   Vehicle
                                                                                                                                                  Delivery
                                                                                                         Index Scores
     ▪   Nearly one in 10 new retail vehicle sales are made through a third-party buying program; while such programs
         are ostensibly designed to provide a more efficient purchase experience for customers, research shows that
         buyers feel the opposite is true in every measure index score in the study.
     ▪   Overall satisfaction among customers who use a third-party buying program is 26 index points lower than
         among those who do not, and the widest gaps occur in the Dealership Facility (-39 points); Paperwork
         Completion (-37); and Dealership Website (-30) measures.
     ▪   In terms of attributes, third-party program users rate their experience lower (on a 10-point scale) compared to
         those who do not use a third party in: Ease of looking at dealer's inventory (7.69 vs. 8.22, respectively);Variety of
         online inventory (7.46 vs. 7.91); and Timeliness of completing the paperwork process (7.29 vs. 7.73).
     ▪   There is little difference among generations about the frequency of using third-party buying programs.

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Customers Who Perform Pre-Purchase Research
         3-1                    Visiting the dealership—and the dealer’s and brand’s websites—are most frequent

                 Pre-Purchase Activities Performed by Customers
                                          Yes       No

       Compare prices from different dealerships
                                                                       50%
                                                                       50%

                    Visited website of the dealer
                                                                      43%                           ▪    The most common methods of pre-
                                                                            57%
                                                                                                         purchase research are comparing prices
           Visited other (make purchased) dealer                29%                                      from different dealerships (50%) and
                          website(s)                                              71%                    visiting the dealer website and/or brand
                                                                27%                                      website from which they buy (which
                            Called the dealership
                                                                                  73%                    both occur 43% of the time).
        Physically visited other (make purchased)               27%                                 ▪    While calling the dealership and/or
                        dealership(s)                                             73%                    texting dealership personnel are the
                                                           19%                                           most likely to have a positive impact on
                          Emailed the dealership
                                                                                      81%                sales satisfaction, these occur only 27%
                                                                                                         and 15% of the time, respectively.
             Text messaged the dealer personnel
                                                          15%
                                                                                        85%

     Called other (make purchased) dealership(s)
                                                         13%
                                                                                        87%

    Emailed other (make purchased) dealership(s)
                                                         11%
                                                                                        89%

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Customers Who Perform Pre-Purchase Research
           3-2                 Research shows that more informed customers tend to have lower sales satisfaction

                       Pre-Dealer Visit Activities Performed by Customers
                                                                                               ▪    Satisfaction is substantially lower among
                                              Yes        No
                                                                                                    customers who perform pre-purchase
                        Visited website of the dealer                     812                       research in 10 of the 12 visit activities
                                                                                825                 identified in the 2017 SSI Study.
                              Emailed the dealership                    814
                                                                          821        ▪              The three pre-purchase research
                                Called the dealership                       826                     activities that have the greatest negative
                                                                         817                        impact on sales satisfaction include
                Text messaged the dealer personnel                            832                   visiting third-party websites (-43 points);
                                                                         818
                                                                         817
                                                                                                    emailed other same-make purchased
                     Physically visited the dealership
                                                                                 842                dealerships (-29); and called other same-
                   Visited make purchased's website                    812                          make purchased dealerships (-29).
                                                                            825
                                                                    802
                                                                                     ▪              Conversely, the two customer pre-
    Visited other (make purchased) dealer website(s)
                                                                             827                    purchase activities that have a positive
                         Visited third-party websites         786                                   impact on sales satisfaction include text
                                                                                  829               messaged dealer personnel (+14 points)
       Emailed other (make purchased) dealership(s)              794                                and called the dealership (+9).
                                                                                823
        Called other (make purchased) dealership(s)              794                           ▪    While dealers cannot control for the
                                                                                823                 majority of pre-purchase activities, being
           Physically visited other (make purchased)                   805
                           dealership(s)                                        825
                                                                                                    prepared in the areas that can make a
                                                                        807                         positive difference in satisfaction can be
          Compare prices from different dealerships
                                                                                   832              important to earning a sale.

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Delivering Satisfaction During the Delivery Process
               4              Delivery/Product Specialists add substantially to vehicle delivery satisfaction
            Who was primarily responsible for delivering your                                           Who was primarily responsible for delivering your
           vehicle to you and explaining the vehicle’s features?                                       vehicle to you and explaining the vehicle’s features?
                                (Premium)                                                                                (Non-Premium)

100%                                                               950 100%                                                     91%                            950
                  881                864

                                                                   Delivery Satisfaction Index

                                                                                                                                                               Delivery Satisfaction Index
                                                          853                                                 838
80%                                                                                              80%
                                                                   850                                                          828                            850
                                                                                                                                                       788
60%                                  75%                                                         60%
                                                                   750                                                                                         750
40%                                                                                              40%

                20%                                                650                                                                                         650
20%                                                                                              20%
                                                         5%                                                  5%                                      3%
    0%                                                             550                           0%                                                            550
           Delivery/Product       Salesperson          Other                                           Delivery/Product      Salesperson            Other
               specialist                                                                                  specialist

     ▪     Among Non-Premium brands, a Delivery/Product Specialist is the primary person responsible for vehicle
           delivery just 5% of the time, and customers who have a Delivery/Product Specialist have a Delivery index score
           that is 10 index points higher than having a Salesperson deliver a new vehicle.
     ▪     Among Premium brands, a Delivery/Product Specialist is the primary person responsible for vehicle delivery
           just 20% of the time, and customers who have a Delivery/Product Specialist have a Delivery index score that is
           17 index points higher than having a Salesperson deliver a new vehicle.
     ▪     As vehicle technology continues to become more complex, the need for dealerships to have expert personnel
           available to explain this technology will only become more important.
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How Customers Prefer to Learn about Features/Controls
              5              As vehicles become more complex, different customers prefer to learn in different ways

                                                         Learning about Features/Controls, by Generation
        56%
                                                              Gen Z       Gen Y        Gen X        Boomers         Pre-Boomers
              41% 42%
                        38%
                              36%                                  36%
                                                                                       30%
                                                                                             28%
                                                             24%                 25%               24%

                                                       15%                                               16%
                                                 11%
                                                                                                                                                       9% 10%
                                            7%                                                                               6% 6% 8% 7%                        7%
                                                                                                                       3%                                            4% 3%

         Learn it all at delivery      Learn key items at delivery and get Learn key items at delivery and figure   Learn about key features through   Figure it out on my own
                                      further explanation a few weeks later       out the rest on my own                  online video tutorials

▪   As in-vehicle technology continues to become more complex, a key issue for dealers is how to ensure buyers can
    understand and get the most of their new vehicle’s features. The proliferation of technology has made it difficult to offer a
    timely, but effective, vehicle delivery. When buyers are asked how they prefer to learn about their new vehicle’s features,
    the most common response is to learn it all at the vehicle delivery.
▪   Older customers are more willing to learn about key items at delivery and get further explanation at a later date.
    However, this option is progressively less appealing as the age of the customer declines—younger customers are more
    likely to want to learn key items at delivery and figure the rest out on their own.
▪   However, a key finding of the J.D. Power 2017 Technology Experience Index (TXI) Study is that customer satisfaction with
    using vehicle technologies is always higher when they learn from the dealer. Even with younger customers who desire to
    learn on their own, dealers should ensure that these customers are provided with enough guidance and take-home
    materials and resources to maximize their vehicle satisfaction by decreasing their frustration with the difficulty of usage.
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Post Vehicle-Delivery Contact by Selling Dealer
              6                      Second follow-up explanation over the phone yields highest satisfaction
        Dealer Contacted You to Ensure Everything Was
                         Satisfactory
                                                                                                                  ▪   Dealers that proactively contact customers after delivery
 100%                                                                            950                                  see a substantial increase in satisfaction scores.

                                                                                       Buyer Satisfaction Index
                                                       848                                                            Additionally, follow-up calls are a powerful tool to help
  80%
                                                                                 850                                  solve the problem of vehicle technology explanations.
                                                       81%
  60%                                                                                                             ▪   Customers who receive a second explanation over the
                   697                                                           750
  40%                                                                                                                 phone are particularly satisfied. Based on demographic
                  19%                                                            650
                                                                                                                      differences in how customers prefer to learn about vehicle
  20%
                                                                                                                      features, it’s important for dealers to understand their
   0%                                                                            550                                  individual customers and follow up accordingly.
                  No                                   Yes

        Received Second Follow-Up Explanation of Vehicle                                                                                 Who initiated the explanation?
                            Features
100%                                                                      950                                          100%
                                                                                                                                       896                                              950
                                                                          Buyer Satisfaction Index

                                                                                                                                                                                         Buyer Satisfaction Index
                          878                 890               862
80%                                                                                                                     80%            76%                           841
        66%                                                               850                                                                                                           850
60%                                                                                                                     60%
        788                                                               750                                                                                                           750
40%                                                                                                                     40%

                          13%              16%                            650                                                                                                           650
20%                                                                                                                     20%
                                                                5%                                                                                                   24%
 0%                                                                       550                                            0%                                                             550
        No             Yes, at the     Yes, over the         Yes, other                                                             Dealership                  I Initiatied It
                       dealership         phone

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Important Dealer Staff Processes During Vehicle Delivery
       7-1                 Many simple but important staff processes are still not being performed
               Dealer Staff Reviewed the Vehicle’s                                             Dealer Staff Gave Overview/Introduction to the
              Quick Reference Guide (Total Industry)                                                Service Department (Total Industry)
100%                                                    950                           100%                                                                     950
                                                                                                                                      887

                                                        Delivery Satisfaction Index

                                                                                                                                                               Delivery Satisfaction Index
                                             884
80%                                                                                   80%
                                              68%       850                                                                                                    850
                                                                                                   766
60%          715                                                                      60%                                              53%
                                                        750                                      47%                                                           750
40%        32%                                                                        40%

                                                        650                                                                                                    650
20%                                                                                   20%

 0%                                                     550                            0%                                                                      550
             No                              Yes                                                   No                                 Yes

           Dealer Staff Offered to Set Up First Visit                                         Dealer Staff Reviewed Factory-Recommended
                        (Total Industry)                                                         Maintenance Schedule (Total Industry)
100%                                                    950                            100%                                            894                             950
                                             887
                                                        Delivery Satisfaction Index

                                                                                                                                                                             Delivery Satisfaction Index
80%                                                                                     80%
                                                        850                                                                                                            850
             769
                                                                                                    742                                 58%
60%                                           52%                                       60%
           48%                                          750                                                                                                            750
                                                                                                  42%
40%                                                                                     40%

                                                        650                                                                                                            650
20%                                                                                     20%

 0%                                                     550                              0%                                                                            550
             No                              Yes                                                    No                                 Yes

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Important Dealer Staff Processes During Vehicle Delivery
         7-2                                One in six customers want further explanation on maintenance schedules

                                                Customer Would Like Additional Explanation On…
                                                              Premium                    Non-Premium
                                17%
         16%      16%
                                                         14%
                                                                                       12%
                                          11%
                                                                   10%                                            10%
                                                                                                  9%
                                                                                                                                             8%
                                                                                                                             7%                        7%

      Maintenance Schedule   Vehicle Communication   Operating the Navigation      Vehicle Safety Features   Operating the Audio System Pairing/Connecting Phone
                                     System                  System                                                                            to Bluetooth

▪   The study finds that a fair number of new-vehicle owners would like further explanation about their vehicle’s technology
    and safety features, particularly Premium make owners. However, among the total industry, the vehicle’s maintenance
    schedule is most commonly cited as the item that owners would like additional explanations on.
▪   Only 58% of owners indicated the dealer reviewed the maintenance schedule with them. Only 10% of owners whose
    dealer reviewed the maintenance schedule would like further explanation, while 25% of those who did not receive an
    explanation at delivery would like further explanation.
▪   As the industry appears to be entering a period of stagnating sales, dealers will need to focus more on service to make up
    for lost sales revenue and profits. Making a more concerted effort to inform customers about service and maintenance
    schedules at delivery remains an opportunity for improvement for many dealers.

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Vehicle Condition on Delivery and Impact on Satisfaction
         8          A minority of vehicles have problems, but these have a large negative impact
           My Vehicle Had Dings/Dents/Scratches                                                 My Vehicle Was Not Washed/Clean
                      (Total Industry)                                                                   (Total Industry)
100%          96%                                                                       100%     97%

                                                          Delivery Satisfaction Index

                                                                                                                                                            Delivery Satisfaction Index
              839                                         900                                    840                                                       900
80%                                                                                     80%

                                                          800                                                                                              800
60%                                                                                     60%

                                          641             700                                                                                              700
40%                                                                                     40%

20%                                                       600                           20%                                           547                  600
                                           4%                                                                                          3%
 0%                                                       500                            0%                                                                500
              No                          Yes                                                     No                                 Yes

       My Vehicle Was Missing Some of the Features that                                          Vehicle Was Delivered to Me with
                Were Promised (Total Industry)                                                       No Issues (Total Industry)
100%          97%                                                                        100%                                         90%
                                                          Delivery Satisfaction Index

                                                                                                                                                               Delivery Satisfaction Index
             837                                          900                                                                                              900
80%                                                                                       80%
                                                                                                                                       854
                                                          800                                                                                              800
60%                                                                                       60%

                                                          700                                     617                                                      700
40%                                       618                                             40%

20%                                                       600                             20%                                                              600
                                                                                                10%
                                           3%
 0%                                                       500                              0%                                                              500
              No                          Yes                                                      No                                 Yes

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Types of Digital Devices Used by Sales Consultants
                9                While some devices are used more often, others are considered to be more effective

         Which types of devices did the sales consultant use
                during your time in the dealership?                                                 ▪     For both Non-Premium and Premium brand vehicle
                                                                                                          buyers, between 40%-46% of customers say that no
                                Non-Premium            Premium                46%                         digital device was used by a sales consultant during
                                                                                     40%
                                                                                                          their sales process.
        33%
                                                                 25%
                                                                                                    ▪     Of those cases where a digital device is used, the
 24%                22% 21%                              22%                                              most frequently used are tablets and touch screen
                                                                                                          monitors; both of these devices were used with
                                      10% 12%
                                                                                                          more frequency among Premium vehicle buyers.
                                                                                                    ▪     Of note, 22% of all sales experiences involved the
   Tablet         Dealer personnel's Your smartphone     Touch screen      None of the above              use of a sales consultant’s own personal
                    smartphone                             monitor
                                                                                                          smartphone, while a customer’s smartphone was
         How effective was the dealer’s use of this device?                                               used only 10% of the time.
                    (Answered: Very Effective)                                                      ▪     That said, 65% of all customers say they felt that
                              Non-Premium         Premium                                                 the use of their own personal smartphone was
                                                                                    66%
                                                                                                          “very effective,” while only 56% of customers say
            65%                                 65%       65%             65%                             that they felt the use of the sales consultant’s
  61%                                                                                                     smartphone was “very effective.”
                                   58%                                                              ▪     As a result, when possible, sales consultants should
                          56%
                                                                                                          try to share information with customers on the
                                                                                                          customer’s personal smartphone, rather than on
                                                                                                          the sales consultant’s personal smartphone.
       Tablet           Dealer personnel's     Your smartphone          Touch screen monitor
                          smartphone

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Price Presentation to Customers
                                  10              There appears to be a disconnect between price presentation method and satisfaction

                                      How did the dealership present price/                                       How did the dealership present price/
                                       payment options? (Total Industry)                                           payment options? (Total Industry)

                                       Handwritten figures           801                                           Handwritten figures                                        47%

                                             Verbal quotes                 818                                           Verbal quotes                          28%
Buyer Satisfaction Index

                                        Computer printout                        834                                Computer printout                                      42%

                                      On computer screen                           847                            On computer screen                      20%

                           On tablet or other mobile device                            856            On tablet or other mobile device          6%

                                                In an email                            857                                  In an email         7%

                                           Over the phone                              861                             Over the phone           7%

                            ▪    When dealership personnel present price and payment options to potential customers, different methods
                                 produce different levels of satisfaction.
                            ▪    Not surprisingly, satisfaction is lowest among buyers who receive handwritten figures and verbal quotes, even
                                 though these two methods are used among the most frequently.

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Key Performance Indicators
        11                      The vast majority of the most impactful KPIs are completed ≥80% of the time

 ▪ Key Performance Indicators (KPIs) are               Top 10 Key Performance Indicators in the 2017 U.S. Sales Satisfaction Index
   dealership processes that have the                                                                                               Frequency
   greatest impact on the sales experience         No.
                                                            Sales Process
                                                                                        Key Performance Indicators                   that KPI
                                                                                                                                                Impact on
                                                              Measure                                                                            SSI score
   and overall Sales Satisfaction Index scores.                                                                                       is met
                                                               Dealer        Sales consultant completely understood the
                                                   1                                                                                  87%         +94
 ▪ Based on the 2017 U.S. Sales Satisfaction                  Personnel      customer’s needs

   Index Study, nine of the 10 the most            2
                                                             Working Out     No difficulty getting a straight answer to: “At what
                                                                                                                                      90%         +56
                                                              the Deal       price will you sell me the vehicle?”
   impactful KPIs are completed more than
                                                               Delivery      Customer’s vehicle was delivered without any
   80% of the time.                                3
                                                               Process       issues about the condition of the vehicle                90%         +52
                                                             Working Out     Dealer was not pushy in trying to sell a vehicle to
 ▪ The one exception is the “very effective”       4
                                                              the Deal       the customer                                             93%         +50
   use of a digital device by the sales                      Paperwork       Dealer did not attempt to add items to the
   consultant during the sales process, which      5
                                                             Completion      paperwork that were not agreed to                        95%         +41
   occurs just 59% of the time.                              Paperwork       Finance staff was not too pushy in trying to sell
                                                   6
                                                             Completion      additional products                                      90%         +39
 ▪ While the successful completion of most                     Delivery      Dealership contacted the customer post-sale to
                                                   7                                                                                  81%         +38
   of these KPIs is high, dealer staff will need               Process       ensure that everything was satisfactory

   to remain vigilant on executing these           8
                                                             Working Out     Dealer did not promise (or advertise) one price,
                                                                                                                                      92%         +35
                                                              the Deal       and try to change it later
   processes in order to drive high customer
   satisfaction.                                   9
                                                             Paperwork       Customer did not have to return to the dealership
                                                                                                                                      90%         +31
                                                             Completion      to fix problem(s) with the paperwork
                                                               Dealer        The digital device used by the sales consultant
                                                   10
                                                              Personnel      during the sales process was “very effective”            59%         +30

17 www.jdpower.com                                             © 2017 J.D. Power. All Rights Reserved. CONFIDENTIAL AND PROPRIETARY—For Internal Use.
Contributors      Global Offices
                     AMERICAS                                                        ASIA PACIFIC                        EUROPE
   Tim Dunne         Headquarters                     Chicago, Illinois              Tokyo, Japan                        Munich, Germany
                     3200 Park Center Drive           55 East Monroe                 Metro City Kamiyacho                Theresienhohe 13a
   Jessica Gilbert   13th Floor
                     Costa Mesa, CA 92626
                                                      Chicago, IL 60603
                                                      Toll Free 1 (800) 274-5372
                                                                                     5-1-5 Toranomon
                                                                                     Minato-ku, Tokyo, Japan 105-0001
                                                                                                                         80333 München
                                                                                                                         +49 89 288 0366 0
                     Phone 1 (714) 621-6200                                          Phone 81 3 4550 8080
   Kelly Lewis       Toll Free 1 (888) 477-5372       New York
                                                      136 Madison Avenue,            Shanghai, China
   Chris Mazzara     Westlake Village, California     5th & 6th Fl.                  Suite 1601, Shanghai Kerry Centre
                     30870 Russell Ranch Road         New York, NY, 10016            1515 Nanjing West Road
   Eric McCready     Suite 300                        Toll Free 1 (800) 274-5372     JingAn District
                     Westlake Village, CA 91362                                      Shanghai 200040 China
   Casey Mier        Phone 1 (805) 418-8000
                     Toll Free 1 (800) 274-5372
                                                      Toronto, Canada
                                                      161 Bay Street, 27th Floor
                                                                                     Phone 86 21 2208 0818

                     Fax 1 (805) 418-8900             Toronto, ON M5J 2S1, Canada    Beijing, China
                                                      Phone 1 (416) 507-3255         Suite 1601, 16/F Tower D, Beijing
                     Troy, Michigan                                                  CITC
                     320 E. Big Beaver Road           São Paulo, Brazil              A6 Jianguomenwai Avenue
                     Suite 500                        J.D. Power do Brasil           Chaoyang District
                     Troy, MI 48083                   8501, Av. das Nações Unidas,   Beijing 100022 China
                     Phone 1 (248) 680-6200           17th Floor, room 1732          Phone 86 10 6569 2704
                     Toll Free 1 (888) 274-5372       Eldorado Business Tower –
                                                      Pinheiros                      Singapore
                     Orlando, Florida                 São Paulo/SP,                  8 Shenton Way
                     Capital Plaza Two                Brazil, 05425-070              #44-02/03/04 Temasek Tower
                     31 E. Pine Street                Phone +55 11 3818 4107         Singapore 068811
                     Orlando, FL 32801                +55 11 3818 4108               Phone 65 6733 8980
                     Toll Free 1 (800) 274-5372
                                                                                     Bangkok
                     McLean, Virginia                 Mexico City, Mexico            Unit 7, 21st Fl.,
                     8401 Greensboro Drive            J.D. Power de México           Interchange 21 Building
                     Suite 1000                       Prado Sur 150,                 399 Sukhumvit Road, Klongtoey Nua
                     McLean, VA 22102                 Planta Baja Col. Lomas de      Wattana, Bangkok 10110 Thailand
                     Phone: (800) 544-6232            Chapultepec,                   Phone 662 259 4180
                                                      Del. Miguel Hidalgo,
                                                      Ciudad de México, 11000        Malaysia
                                                      Phone (52) 55 5081 4400        Subang Jaya One City, Level 8,
                                                                                     MCT Tower, Sky Park, One City,
                                                                                     Jalan USJ25/1,
                                                                                     Subang Jaya Selangor, Subang
                                                                                     Jaya, 47650, Malaysia

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19 www.jdpower.com                                                                 © 2017 J.D. Power. All Rights Reserved. CONFIDENTIAL AND PROPRIETARY—For Internal Use.
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