Best Car Brands 2021 in U.S. Sales Satisfaction

Want to know which auto brand ranks highest in U.S. Buyer satisfaction with dealership? Then the 36th edition of J.D. Power U.S. Sales Satisfaction Index (SSI), released for 2021, can provide valuable insight on new vehicle purchase experience from the point of view of a customer.

The study is based on responses from approx. 35K new vehicle owners, who purchased or leased their vehicle from March 2021 through May 2021. The Key performance indicators (KPIs) of the study includes inventory shortages, battery-electric vehicles charging and after-sales requirements, BEV knowledge/expertise of dealership personnel and digital retailing etc.

The Buyer satisfaction in the United States (wrt. new vehicle purchase experience) is measured based on six factors (in order of importance): delivery process (28%), dealer personnel (21%), working out the deal (19%), paperwork completion (19%), dealership facility (10%), and dealership website (4%).

The 2021 U.S. Sales Satisfaction Index (SSI) Study also measures Rejecter satisfaction i.e. Auto brands and dealerships that were shopped but ultimately rejected in favor of the selling dealership. Satisfaction among rejecters is based on five factors: salesperson (40%), price (23%), facility (15%), variety of inventory (12%), and negotiation (10%).

Recommended: 2021 Best Car Brands in USA in after sale Customer Satisfaction

So, here are the Premium car brands and Mass market auto brands in USA in overall sales satisfaction at the time of new-vehicle purchase in 2021:

BEST AUTOMOTIVE BRAND IN SALES SATISFACTION | J.D. Power 2021 U.S. Sales Satisfaction Index Study for Premium & Mass Market Brands

BEST AUTOMOTIVE BRAND IN SALES SATISFACTION J.D. Power 2021 U.S. Sales Satisfaction Index Study for Premium and Mass Market Brands

In Premium Brand Segment, Porsche tops the list with 833 points (on a 1,000-point scale) followed by Infiniti with 825 Points and Lexus securing the third place with 820 Points. Comparing with last year’s J.D. Power 2020 U.S. SSI, we note that Porsche has done an incredible job this last year, ranking highest in satisfaction with dealer service.

The “Premium segment average” this year was 807 Points and 9 Luxury car brands: Porsche, infiniti, Lexus, Cadillac, Lincoln, Jaguar, Mercedes-Benz, BMW and Alfa Romeo, were able to surpass it with their exemplary new-vehicle purchase experience at the brand dealership. Comparing it to last year (2020), where the segment average was 816 Points and 6 Luxury brands made the cut: Lincoln, Lexus, Mercedes-Benz, Cadillac, Infiniti and Porsche.

U.S. Luxury Car Brands
Ranking in Sales Satisfaction
J.D. Power 2021 U.S. SSIJ.D. Power 2020 U.S. SSI
1stPorsche (833) Lincoln (827)
2ndInfiniti (825)Lexus (826),
Mercedes-Benz (826)
3rdLexus (820)Cadillac (825), Infiniti (825),
Porsche (825)
4thCadillac (814) Acura (813)
5thLincoln (813)BMW (810)
6thJaguar (812)Audi (804)
7thMercedes-Benz (810)Jaguar (801)
8thBMW (809)Land Rover (800)
9thAlfa Romeo (808)Volvo (798)
10thAcura (799)Alfa Romeo (797)
11thLand Rover (796)Genesis (773)
12thVolvo (792)
13thAudi (787)
14thGenesis (738)

In the Mass Market Car Brands, GMC tops the list with 812 points (On a 1000-point scale), in sales satisfaction with the brands’ dealership, followed by Buick with 806 Points and Chevrolet with 804 Points. Comparing it to J.D. Power 2020 U.S. SSI, MINI made a substantial drop from ranking highest to 6th place this year while GMC and Buick are the brands successful in securing the top 3 places both year.

The segment average this year was 785 Points and 11 Mass Market car brands: GMC, Buick, Chevrolet, Dodge, Nissan, MINI, Honda, Jeep, Subaru, Ford & Volkswagen were able to surpass it with their exemplary sale processes that resonated with buyers. Comparing it to last year (2020), where the segment average was 784 Points and 10 Mass Market brands made the cut: MINI, GMC, Ford, Subaru, Nissan, Honda, Chevrolet, Mazda and Volkswagen.

U.S. Mass Market Car Brands
Ranking in Sales Satisfaction
J.D. Power 2021 U.S. SSIJ.D. Power 2020 U.S. SSI
1stGMC (812)MINI (824)
2ndBuick (806) GMC (804)
3rdChevrolet (804) Buick (803)
4thDodge (796)Ford (798)
5thNissan (795)Subaru (793)
6thMINI (794)Nissan (792)
7thHonda (792), Jeep (792),
Subaru (792)
Honda (790)
8thFord (790)Chevrolet (787)
9thVolkswagen (787)Mazda (785)
10thRAM (782)Volkswagen (784)
11thMazda (775)Dodge (779)
12thToyota (772)Mitsubishi (778)
13thHyundai (761)Toyota (777)
14thKIA (756)Hyundai (773)
15thChrysler (755) KIA (771)
16thJeep (768), RAM (768)
17thChrysler (756), Fiat (756)

Further including the results of J. D. Powers 2021 U.S. CSI (Customer Service Index), measuring after sale satisfaction, reveals that Porsche, Lexus & Infiniti (in premium segment) and Buick (in mass market segment) are the brands securing top 3 spots in both SSI and CSI 2021 list, acing on both the “SALES” and “CUSTOMER SATISFACTION” front.

Leave a Comment