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J.D. Power: Mini, Lexus again offer most satisfying sales experience

JD Power has released its annual Sales Satisfaction Index Study, and once again Mini and Lexus have taken top honors. Overall, buyers are more satisfied with the auto-buying sales experience than they were last year, with those surveyed reporting an average score of 664 points on a 1,000-point scale. That's up from 648 in 2011. Dealer satisfaction also increased by five points over last year as well.
All told, Lexus brought home an index score of 737, which was high enough to put it atop the luxury brands for the second year in a row. JD Power says Infiniti came in second in that category with a score of 728 and Cadillac rounded out the podium with it's rating of 725. Speaking of Infiniti, that brand saw the single largest jump in sales satisfaction of any brand on the survey, popping up 52 index points over 2011.
Among mass-market brands, Mini ranked highest with a score of 712, followed closely by Buick with 706 and GMC farther down the line with 683. You can check out the full press release below for more information.

The last Buick Cascada unceremoniously rolls off the assembly line

Motorists in the market for a new Buick Cascada need to act fast. Peugeot-owned Opel has built the last example of the drop-top model in its Gliwice, Poland, factory, and there's no replacement in sight. Buick announced the Cascada's demise in early 2019, and GM Authority learned the model went out unceremoniously. There's no indication that the final example received a commemorative plaque on its dashboard, or is headed to a private collection; photos of it aren't even available. The dealership who ordered it might not know it's about to receive the last specimen of the breed. As a non-luxury, front-wheel-drive convertible, the Cascada was marooned on an island that Buick's rivals abandoned halfway through the 2010s. The Chrysler 200 Convertible and the Volkswagen Eos were discontinued after the 2014 and 2015 model years, respectively. Landing in a class of one likely raised more than a few eyebrows in Buick's product planning division, but it was a semi-enviable position that helped the firm sell about 17,000 units of the Cascada between the 2016 and 2019 model years. It proudly pointed out about 60 percent of buyers were new to General Motors. Left-hand-drive examples of the Cascada were sold under the Buick and Opel banners. Right-hand-drive models joined the Vauxhall range in the United Kingdom, and they wore a Holden emblem in Australia. The four flavors were identical with the exception of some brand-specific trim pieces and powertrains. None will get a successor; the aforementioned carmakers are no longer operating under the same roof, and the global convertible segment is steadily shrinking.  The Cascada's multinational provenance made more sense before General Motors sold its Opel and Vauxhall divisions to PSA Groupe, the Paris-based carmaker that owns Peugeot, Citroen and DS. The French firm pledged to keep producing cars for Buick for as long as necessary, but the former sister companies tacitly agreed to stop co-developing vehicles. The sedan and station wagon variants of the Regal are now the only Opel-designed, PSA-built model left in the the Buick portfolio.

Buyers resent low inventories, prices over MSRP, study says

Vehicle inventory low, vehicle transaction prices high, customers fretting … welcome, J.D. Power, to the era of supply and demand. In a recently published survey from one of the auto industryÂ’s top analytical firms, findings show that customers' satisfaction with vehicle purchases in the United States this year has dipped for the first time in 10 years. The 2022 U.S. Sales Satisfaction Index (SSI) Study found that overall sales satisfaction has dropped to 786 (on a 1,000-point scale) from 789 in 2021. In that year, higher than expected trade-in values softened the effect of new vehicle price increases. But in 2022, on top of trade-in prices shrinking, many dealers elected to charge more than the ManufacturerÂ’s Suggested Retail Price, a factor that did not sit well with buyers. “When dealers charge more than MSRP, particularly with long-term loyal customers, they risk a potential long-term negative effect on customer advocacy and service business," said Chris Sutton, vice president of automotive retail at J.D. Power. Satisfaction among buyers who paid more than sticker price is 757, while satisfaction among those who paid the sticker price or less is 850, the Power report said. The lack of dealership inventory was also a customer irritant, J.D. Power found, a point that automakers and their dealers may want to consider. Many have maintained, or considered maintaining, a smaller inventory in the wake of the pandemic, keeping costs down and driving more customers toward factory orders. Regarding those consumers shopping for electric vehicles, the survey said that more than a third of them “failed to get instruction on EV charging before they left the dealership, which notably affects satisfaction.” Said Sutton, “Salespeople donÂ’t need to show gas-powered vehicle buyers how to fill their tank, but they do need to show EV buyers how to charge their vehicle.” There are positives to the Power conclusions, however, especially for Alfa Romeo dealers. The Italian brand ranked highest in customer satisfaction among premium brands with a score of 833, with Porsche a very close second (831) and Lexus (819) third. Alfa is on something of a roll these days, with its compact Tonale crossover due for release in the spring, and a new sports car in the works. Meanwhile, in PowerÂ’s “mainstream brand”” segment, Buick ranked first with a score of 825, followed by Dodge (816) and Subaru (804), all performing higher than the industry average.