Every year for the last 22 years, J.D. Power and Associates rank automotive brands by customer satisfaction. The evaluation is based on five factors: dealership facility; salesperson; paperwork/finance process; delivery process; and vehicle price. In 2008, HUMMER was ranked second overall, only behind Jaguar by a single point and beating Lexus who edged HUMMER out of the top spot in 2007.
Despite the tough economic times, the study shows that overall customer sales satisfaction is up across the board. “The year-over-year industry improvements truly speak to the level of effort that manufacturers and dealers are putting toward providing a highly satisfying experience for their customers,” said Tom Gauer, senior director of automotive retail research at J.D. Power and Associates. “While the industry overall performs well, premium nameplates in particular dominate the SSI rankings — outperforming non-premiums by an average of 34 points.”
Among HUMMER competitors, Jeep ranked 35th and Land Rover was excluded for not having enough respondents. Below are the scores for the two highest groupings by rank: