- For the ninth consecutive year, INFINITI outpaced luxury the segment average, ranking 4th1 in the segment
- The study measures new owners' satisfaction with purchase process including dealer personnel and delivery
- INFINITI dealer efforts to integrate more digital, contact-free operations paid off in buyer satisfaction
YOKOHAMA, Japan — J.D. Power ranked INFINITI ahead of key rivals and the luxury segment average for sales satisfaction in its annual study among new-vehicle buyers in the U.S. in December. The J.D. Power 2020 U.S. Sales Satisfaction Index Study℠, which was released last month, measured satisfaction across multiple criteria, including dealer personnel, delivery and negotiating a deal.
INFINITI ranked fourth1among luxury brands and netted 825 points (out of 1,000), which outpaced the segment average of 816 points. It's the ninth consecutive year INFINITI has finished in the top five among luxury automakers. The satisfaction study follows INFINITI's impressive results in the J.D. Power 2020 U.S. Consumer Service Index Study℠ released in March where the brand finished fourth and handily beat the luxury segment average.
"The INFINITI team and retailers worked together this year to deliver an outstanding response to unpredictable and ever-changing conditions. It's our priority to put our customers first," said Olga Filippova, INFINITI global division general manager of sales and marketing. "To consistently perform well in J.D. Power's study for new owners' satisfaction and our efforts to provide a high level of hospitality is a testament to the hard work that our team and partners put forward to adapt and meet and exceed our customers' expectations. We are grateful for our team and partners across the globe."
This year proved especially tricky for INFINITI retailers who adapted quickly to changing restrictions and new protocols for vehicle sales throughout the year. Indeed, INFINITI retailers seamlessly integrated new techniques to make car buying more comfortable with digital showrooms and inventory, touchless delivery, and electronic paperwork.
Through participating dealers, INFINITI NOW allows shoppers to search through local inventories for their new vehicle, apply for financing and search offers or lease terms, and schedule test drives or arrange to pick up their new vehicle or have it delivered.
J.D. Power found those efforts to transition more of the buying process online worked — and then some. Satisfaction among buyers who said their process wasn't affected at all was seven points lower than among those who were affected. Additionally, among the steps dealers took to alter processes during the COVID-19 outbreak, buyers who said they completed most of their paperwork online were the most satisfied and scored their satisfaction 35 points higher than buyers who said they didn't complete paperwork online.
The J.D. Power 2020 U.S. Sales Satisfaction Index Study is in its 35th year and was based this year on responses from more than 35,000 new vehicle buyers in the U.S. who purchased or leased their vehicles between January and June 2020.
The full results of the study are available from J.D. Power.
1. Tied in the luxury segment of the J.D. Power 2020 U.S. Sales Satisfaction Index Study
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About INFINITI
INFINITI Motor Company is headquartered in Yokohama, Japan with operations around the world including regional offices based in the Americas, China and INFINITI International Markets based in Dubai. The INFINITI brand of premium automobiles are assembled in manufacturing facilities in Japan, North America and China. INFINITI design studios are located in Atsugi-Shi near Yokohama, London, San Diego and Beijing.
More information about INFINITI and its industry-leading technologies can be found at www.INFINITI.com. You can also follow INFINITI on Facebook, Instagram, Twitter, LinkedIn and see all our latest videos on YouTube.
Contacts - INFINITI Communications
Wendy Orthman
General manager, Global Communications
wendy.orthman@infiniti.com
Stephen Coughlan
Senior manager, Global Communications
stephen.coughlan@infiniti.com
