JD Power: Auto manufacturer websites shine in customer satisfaction

TROY–Overall satisfaction with automotive manufacturer websites has been steadily increasing since 2022, according to the recently released J.D. Power 2023 U.S. Manufacturer Website Evaluation Study—Summer, released today.

Satisfaction is 724 on a 1,000-point scale in the premium segment, up two points from 2023 winter survey and up 13 points from the 2022 summer survey. Satisfaction in the mass market segment is 713, up five points from the 2023 winter survey and up eight points from the 2022 summer survey.

Website satisfaction can be volatile and automotive websites are not immune to changing preferences,” said Jon Sundberg, director of digital solutions at J.D. Power. “However, manufacturers have shown to be very agile when it comes to website design and ensuring their sites meet modern standards, more so than many other industries, as exemplified through the study data.”

The J.D. Power U.S. Manufacturer Website Evaluation Study is a twice-a-year study that measures customer satisfaction of automotive manufacturer websites during the process of shopping for a new vehicle by examining four key measures (in order of importance): information and content; visual appeal; navigation; and speed.

Study Rankings

Alfa Romeo ranks highest among premium manufacturer websites with a score of 755. BMW (749) ranks second and Infiniti (745) ranks third.

Ram ranks highest among mass market manufacturer websites with a score of 735. GMC (729) ranks second and Jeep (728) ranks third.

The U.S. Manufacturer Website Evaluation Study, initially released in 1999, is based on responses from 10,202 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded in April-May 2023.

More at https://www.jdpower.com/business/resource/us-manufacturer-website-evaluation-study

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