Buick customers are more satisfied than the average Lincoln or Mercedes-Benz customer, which says a lot. How is an Enclave more satisfying than a Navigator? It all hinges on how J.D. Power calculates its scores.
Buyer satisfaction is based on six categories. The delivery process is the most important factor, followed by dealer personnel, working out the deal, paperwork completion, dealership facility, and dealership website. On the other hand, rejecter satisfaction is based on the sales staff, vehicle price, facility, variety of inventory, and negotiation.
So, it’s got very little to do with the cars but rather the overall buying experience the customer is treated to. You would think brands like Genesis would know better, but 37,234 respondents say otherwise.
