Currently reading: Jaguar tops JD Power Dealer Satisfaction survey
Jaguar beats Japanese brands to the top spot for satisfaction in its dealer network
Darren Moss
News
2 mins read
23 August 2013

Jaguar has come top of the annual JD Power Dealer Satisfaction survey for the second year running.

The brand, which also came first in JD Power's Customer Satisfaction survey earlier this year, scored an overall approval rating of 85.5 per cent. 

Customers cited Jaguar's friendly advisers, flexible booking for service and repair, convenient vehicle handovers and detailed explanations as their main reasons for voting the brand to the top.

Jaguar beat Lexus and Honda to the top spot, with those brands scoring 85.4 per cent and 84 per cent respectively. Elsewhere on the list Toyota moved from 3rd overall in 2012 to 5th in 2013, and Citroen climbed from 19th last year to 15th in 2013.

Skoda, whose Superb and Yeti came first and second respectively in the Customer Satisfaction survey, placed seventh in the list.

The average score for dealers this year was 78.5 per cent, the same as last year.

At the bottom of the table this year comes Chevrolet with a 69.7 per cent satisfaction rating, and Alfa Romeo with 72.7 per cent. 

The full results of the survey are below (Dealer network / Score / Star rating)

1. Jaguar 85.5% (five stars)

2. Lexus 85.4% (five stars)

3. Honda 84.0% (five stars)

4. Mercedes-Benz 82.6% (four stars)

5=. Land Rover 82.0% (four stars)

5=. Toyota 82.0% (four stars)

7. Skoda 81.4% (four stars)

8. Volvo 80.8% (four stars)

9=. Kia 80.32% (three stars)

9=. Nissan 80.32% (three stars)

11. Seat 79.5% (three stars)

12. Renault 79.3% (three stars)

13=. Hyundai 79.2% (three stars)

13=. Volkswagen 79.2% (three stars)

15=. BMW 79.1% (three stars)

15=. Citroen 79.1% (three stars)

15=. Mini 79.1% (three stars)

18. Ford 78.6% (three stars)

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19. Audi 78.0% (three stars)

20. Vauxhall 77.7% (three stars)

21. Suzuki 77.6% (three stars)

22. Mazda 77.25% (three stars)

23=. Mitsubishi 76.9% (three stars)

23=. Peugeot 76.9% (three stars)

25. Fiat 75.7% (two stars)

26. Alfa Romeo 72.7% (two stars)

27. Chevrolet 69.7% (two stars)

Average score: 78.5%

To see the results from the 2013 JD Power customer satisfaction survey, click here.

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fadyady 23 August 2013

Good to see...

Good to see Jaguar, Mercedes and Land Rover holding up the flag for the European car makers in a list that seems dominated by the car makers from the Far East.

Other than that couldn't help noticing Renault ahead of Volkswagen and Ford Audi. Courtesy the unsuspecting buyer the myth of perceived reliability still holds though.

Christian Galea 23 August 2013

I agree that, while on one

I agree that, while on one hand it is indeed misleading to think that this survey relates completely to the manufacturer, on the other hand the manufacturer can do a-lot to ensure that its dealers are keeping their customers happy.

As mentioned, I think this survey is a tad unfair when you see that some manufacturers like Jag and Lexus have less models and customers than, say, Honda and Mercedes - hence, the latter must make a much greater effort to ensure that their customers are satisfied since they have a wide range of models - and hence a wide range of consumer demographics - to cater for.

Maxecat 23 August 2013

Survey favours low volume sellers?

Christian Galea wrote:

I agree that, while on one hand it is indeed misleading to think that this survey relates completely to the manufacturer, on the other hand the manufacturer can do a-lot to ensure that its dealers are keeping their customers happy.

As mentioned, I think this survey is a tad unfair when you see that some manufacturers like Jag and Lexus have less models and customers than, say, Honda and Mercedes - hence, the latter must make a much greater effort to ensure that their customers are satisfied since they have a wide range of models - and hence a wide range of consumer demographics - to cater for.

Myself I think any brand that has an above average selling price has an advantage over brands selling higher quantities of cheaper cars purely due to the dealer's profit margin allowing far more to be spent per customer on gaining customer satisfaction.

Some commentators seem to have confused this survey of customer satisfaction with the brand and their dealerships compared with Warranty Direct's guide on cars 3 years and over warranty claims made under Warranty Direct's policies. Honda did well in both listings but Land Rover suffered from repairs needed in cars over 3 years old with a Warrant Direct policy in force. Hopefully JLR's vehicles are gaining in reliability in their current models as their sales increase worldwide financing more investment in better manufacturing processes.

Dark Isle 23 August 2013

My local dealership...

...for my RR Evoque is lovely.  Before buying the car I also looked at the BMW X1 and Audi Q3, and while all three dealerships featured very well dressed people in a posh environment, only the Land Rover dealer was friendly with approachable staff.  BMW and Audi sales people were standoffish and worse still the BMW salesman kept looking at my chest, and pretty much only communicated with my fiancé despite us making it clear I was the one buying the car!  He was very patronising; even if I'd liked the X1 I would never have bought it there.