Buying a new car is certainly an exciting experience, but it can also be a source of tremendous stress. While much of that stress relates to the substantial personal and financial commitment, the actual experience of going to a dealership, negotiating a price, and signing paperwork can be highly unpleasant.
But according to a recent survey, the stress associated with buying a new car can depend on the brand of vehicle. To determine the car brands with the best and worst buyer experiences, 24/7 Wall St. reviewed the results of J.D. Power’s 2019 Sales Satisfaction Index Study. In the survey, the consumer product review and analytics company measured customer satisfaction with the overall sales experience for major auto brands, rating the experience on a 1,000 point scale.
The Sales Satisfaction study asked consumers about their experience at dealerships nationwide, surveying both customers who ended up buying a certain brand and those who decided against buying the brand. Survey respondents rated brands based on elements such as the dealership personnel, the negotiation and delivery process, the fairness of the price, and the variety of inventory at the dealership. The brands on this list are ranked in order from the best buyer experience to the worst.
As might be expected, luxury brands perform better in this ranking. Dealerships looking to court buyers who can afford higher prices likely must offer a better overall experience than mass-market sellers. In its press release for the 2019 Sales Satisfaction Survey, J.D. Power noted that luxury dealers were more likely to give a thorough explanation and demonstration of the vehicle than mass-market dealers. Out of the 11 car brands with the best-ranked brand experiences, eight are luxury brands. All but one of the 10 of the car brands with the lowest rated experiences are mass-market brands. Luxury brands also tend to rank best in overall customer satisfaction. These are the car brands with the happiest drivers.
J.D. Power releases a separate rating — the Dealership Experience rating — which focuses on the experience of car owners not just in the buying process, but also after the fact, notably the experience of bringing in a purchased car for repairs. Most of the cars brands that perform well in the Sales Satisfaction Survey also rank well in the Dealership Experience score.
In its press release, J.D. power noted that experience at the dealership — from the quality of sales personnel to the speed of delivery — can be a major factor in ensuring customers stay loyal with a given brand. These are the car brands with the most and least loyal customers.
Click here to see the car brands with the best (and worst) buyer experience.
Click here to see our detailed findings and methodology.
Source: tomeng / Getty Images
1. Porsche
> Sales Satisfaction Index Score: 827 out of 1,000
> Parent company: Volkswagen Group
> ACSI customer satisfaction score: N/A
> J.D. Power Dealership Experience score: 88 out of 100
> 2019 sales (first three quarters): 45,062
[in-text-ad]
Source: THEPALMER / Getty Images
2. Mercedes-Benz
> Sales Satisfaction Index Score: 825 out of 1,000
> Parent company: Daimler AG
> ACSI customer satisfaction score: 83 (industry average 79)
> J.D. Power Dealership Experience score: 83 out of 100
> 2019 sales (first three quarters): 248,766
24/7 Wall St.
Source: Courtesy of Infiniti
3. Infiniti
> Sales Satisfaction Index Score: 821 out of 1,000
> Parent company: Renault-Nissan-Mitsubishi Alliance
> ACSI customer satisfaction score: 82 (industry average 79)
> J.D. Power Dealership Experience score: 85 out of 100
> 2019 sales (first three quarters): 87,934
Source: courtesy of Cadillac
4. Cadillac
> Sales Satisfaction Index Score: 820 out of 1,000
> Parent company: General Motors
> ACSI customer satisfaction score: 81 (industry average 79)
> J.D. Power Dealership Experience score: 85 out of 100
> 2019 sales (first three quarters): 115,697
[in-text-ad-2]
Source: courtesy of Toyota Motor Sales USA Inc.
5. Lexus
> Sales Satisfaction Index Score: 820 out of 1,000 (tied)
> Parent company: Toyota Motor Corp.
> ACSI customer satisfaction score: 84 (industry average 79)
> J.D. Power Dealership Experience score: 86 out of 100
> 2019 sales (first three quarters): 209,551
Source: lincoln.com
6. Lincoln
> Sales Satisfaction Index Score: 819 out of 1,000
> Parent company: Ford Motor Co.
> ACSI customer satisfaction score: 82 (industry average 79)
> J.D. Power Dealership Experience score: 82 out of 100
> 2019 sales (first three quarters): 78,752
[in-text-ad]
Source: supergenijalac / Getty Images
7. Alfa Romeo
> Sales Satisfaction Index Score: 798 out of 1,000
> Parent company: Fiat Chrysler Automobiles
> ACSI customer satisfaction score: N/A
> J.D. Power Dealership Experience score: 72 out of 100
> 2019 sales (first three quarters): 13,347
Source: vesilvio / Getty Images
8. BMW
> Sales Satisfaction Index Score: 796 out of 1,000
> Parent company: BMW Group
> ACSI customer satisfaction score: 82 (industry average 79)
> J.D. Power Dealership Experience score: 78 out of 100
> 2019 sales (first three quarters): 232,426
Source: SteveLagreca / Getty Images
9. Buick
> Sales Satisfaction Index Score: 795 out of 1,000
> Parent company: General Motors
> ACSI customer satisfaction score: 79 (industry average 79)
> J.D. Power Dealership Experience score: 92 out of 100
> 2019 sales (first three quarters): 157,852
[in-text-ad-2]
Source: Brian Ach / Getty Images
10. Audi
> Sales Satisfaction Index Score: 791 out of 1,000
> Parent company: Volkswagen
> ACSI customer satisfaction score: 82 (industry average 79)
> J.D. Power Dealership Experience score: 80 out of 100
> 2019 sales (first three quarters): 158,471
Source: gmc.com
11. GMC
> Sales Satisfaction Index Score: 791 out of 1,000 (tied)
> Parent company: General Motors
> ACSI customer satisfaction score: 78 (industry average 79)
> J.D. Power Dealership Experience score: 87 out of 100
> 2019 sales (first three quarters): 418,070
[in-text-ad]
Source: Courtesy of Acura
12. Acura
> Sales Satisfaction Index Score: 790 out of 1,000
> Parent company: Honda Motor Company
> ACSI customer satisfaction score: 78 (industry average 79)
> J.D. Power Dealership Experience score: 80 out of 100
> 2019 sales (first three quarters): 112,813
Source: Jaguar
13. Jaguar
> Sales Satisfaction Index Score: 790 out of 1,000 (tied)
> Parent company: Tata Motors
> ACSI customer satisfaction score: N/A
> J.D. Power Dealership Experience score: 73 out of 100
> 2019 sales (first three quarters): 22,432
Source: Courtesy of miniusa.com
14. MINI
> Sales Satisfaction Index Score: 790 out of 1,000 (tied)
> Parent company: BMW Group
> ACSI customer satisfaction score: NM (industry average 79)
> J.D. Power Dealership Experience score: 91 out of 100
> 2019 sales (first three quarters): 27,826
[in-text-ad-2]
Source: Stratol / Getty Images
15. Chevrolet
> Sales Satisfaction Index Score: 786 out of 1,000
> Parent company: General Motors
> ACSI customer satisfaction score: 80 (industry average 79)
> J.D. Power Dealership Experience score: 88 out of 100
> 2019 sales (first three quarters): 1,444,539
Source: Sean Gallup / Getty Images
16. Volkswagen
> Sales Satisfaction Index Score: 786 out of 1,000 (tied)
> Parent company: Volkswagen Group
> ACSI customer satisfaction score: 77 (industry average 79)
> J.D. Power Dealership Experience score: 79 out of 100
> 2019 sales (first three quarters): 278,155
[in-text-ad]
Source: courtesy of Subaru of America
17. Subaru
> Sales Satisfaction Index Score: 783 out of 1,000
> Parent company: Subaru Corp
> ACSI customer satisfaction score: 82 (industry average 79)
> J.D. Power Dealership Experience score: 81 out of 100
> 2019 sales (first three quarters): 525,329
Source: Justin Sullivan / Getty Images
18. Ford
> Sales Satisfaction Index Score: 782 out of 1,000
> Parent company: Ford Motor Co.
> ACSI customer satisfaction score: 77 (industry average 79)
> J.D. Power Dealership Experience score: 78 out of 100
> 2019 sales (first three quarters): 1,719,052
Source: courtesy of Volvo Cars of North America
19. Volvo
> Sales Satisfaction Index Score: 781 out of 1,000
> Parent company: Zhejiang Geely Holding Group
> ACSI customer satisfaction score: 82 (industry average 79)
> J.D. Power Dealership Experience score: 74 out of 100
> 2019 sales (first three quarters): 77,425
[in-text-ad-2]
Source: http://automobiles.honda.com/
20. Honda
> Sales Satisfaction Index Score: 773 out of 1,000
> Parent company: Honda Motor Company
> ACSI customer satisfaction score: 82 (industry average 79)
> J.D. Power Dealership Experience score: 74 out of 100
> 2019 sales (first three quarters): 1,093,596
Source: Courtesy of landroverusa.com
21. Land Rover
> Sales Satisfaction Index Score: 773 out of 1,000 (tied)
> Parent company: Tata Motors
> ACSI customer satisfaction score: N/A
> J.D. Power Dealership Experience score: 65 out of 100
> 2019 sales (first three quarters): 66,639
[in-text-ad]
Source: Tramino / Getty Images
22. Nissan
> Sales Satisfaction Index Score: 773 out of 1,000 (tied)
> Parent company: Renault-Nissan-Mitsubishi Alliance
> ACSI customer satisfaction score: 75 (industry average 79)
> J.D. Power Dealership Experience score: 81 out of 100
> 2019 sales (first three quarters): 956,456
24/7 Wall St.
Source: Tim Boyle / Getty Images
23. Toyota
> Sales Satisfaction Index Score: 770 out of 1,000
> Parent company: Toyota Motor Corp.
> ACSI customer satisfaction score: 81 (industry average 79)
> J.D. Power Dealership Experience score: 83 out of 100
> 2019 sales (first three quarters): 1,569,751
Source: Courtesy of ramtrucks.com
24. Ram
> Sales Satisfaction Index Score: 767 out of 1,000
> Parent company: Fiat Chrysler Automobiles
> ACSI customer satisfaction score: 80 (industry average 79)
> J.D. Power Dealership Experience score: 66 out of 100
> 2019 sales (first three quarters): 512,368
[in-text-ad-2]
Source: kurmyshov / Getty Images
25. Mazda
> Sales Satisfaction Index Score: 764 out of 1,000
> Parent company: Mazda Motor Group
> ACSI customer satisfaction score: 77 (industry average 79)
> J.D. Power Dealership Experience score: 73 out of 100
> 2019 sales (first three quarters): 208,165
Source: byllwill / Getty Images
26. Jeep
> Sales Satisfaction Index Score: 750 out of 1,000
> Parent company: Fiat Chrysler Automobiles
> ACSI customer satisfaction score: 76 (industry average 79)
> J.D. Power Dealership Experience score: 69 out of 100
> 2019 sales (first three quarters): 701,755
[in-text-ad]
Source: chrysler.com
27. Chrysler
> Sales Satisfaction Index Score: 748 out of 1,000
> Parent company: Fiat Chrysler Automobiles
> ACSI customer satisfaction score: 71 (industry average 79)
> J.D. Power Dealership Experience score: 72 out of 100
> 2019 sales (first three quarters): 93,966
Source: hyundaiusa.com
28. Hyundai
> Sales Satisfaction Index Score: 747 out of 1,000
> Parent company: Hyundai Motor Group
> ACSI customer satisfaction score: 79 (industry average 79)
> J.D. Power Dealership Experience score: 76 out of 100
> 2019 sales (first three quarters): 506,356
Source: WendellandCarolyn / Getty Images
29. Dodge
> Sales Satisfaction Index Score: 746 out of 1,000
> Parent company: Fiat Chrysler Automobiles
> ACSI customer satisfaction score: 74 (industry average 79)
> J.D. Power Dealership Experience score: N/A
> 2019 sales (first three quarters): 332,245
[in-text-ad-2]
Source: dogayusufdokdok / Getty Images
30. Kia
> Sales Satisfaction Index Score: 742 out of 1,000
> Parent company: Hyundai Motor Group
> ACSI customer satisfaction score: 76 (industry average 79)
> J.D. Power Dealership Experience score: 74 out of 100
> 2019 sales (first three quarters): 463,598
Source: fiatusa.com
31. Fiat
> Sales Satisfaction Index Score: 730 out of 1,000
> Parent company: Fiat Chrysler Automobiles
> ACSI customer satisfaction score: 77 (industry average 79)
> J.D. Power Dealership Experience score: 72 out of 100
> 2019 sales (first three quarters): 7,464
[in-text-ad]
Source: Courtesy of Genesis
32. Genesis
> Sales Satisfaction Index Score: 728 out of 1,000
> Parent company: Hyundai Motor Group
> ACSI customer satisfaction score: N/A
> J.D. Power Dealership Experience score: 73 out of 100
> 2019 sales (first three quarters): 14,910
Methodology
To determine the car brands with the best and worst buyer experience, 24/7 Wall St. reviewed the results of consumer product review and analytics company J.D. Power’s 2019 Sales Satisfaction Index Study, which measures customer satisfaction with the overall sales experience for major auto brands out of a 1,000 point scale. The survey includes both customers who purchased a car with a brand and those who decided not to buy a car with the brand, and the two cohorts were asked a different set of questions. Buyers were asked to score a brand based on experience with dealer personnel, the delivery process, deal negotiation, paperwork, the dealership facility, and the dealership website. Those who did not purchase a car rated the brand based on the salesperson they interacted with, the fairness of price, the negotiation experience, the variety of inventory offered, and the dealership facility.
Year-to-date U.S. auto sales data comes from GoodCarBadCar and is through the first three quarters of 2019. Parent company information comes from Consumer Reports. We also included the brand’s customer satisfaction score, which comes from the American Customer Satisfaction Index. The Dealership Experience score comes from J.D. Power’s 2019 Dealership Experience rating.
Sponsored: Attention Savvy Investors: Speak to 3 Financial Experts – FREE
Ever wanted an extra set of eyes on an investment you’re considering? Now you can speak with up to 3 financial experts in your area for FREE. By simply
clicking here you can begin to match with financial professionals who can help guide you through the financial decisions you’re making. And the best part? The first conversation with them is free.
Click here to match with up to 3 financial pros who would be excited to help you make financial decisions.
Thank you for reading! Have some feedback for us?
Contact the 24/7 Wall St. editorial team.
Editors' Picks
