J.D. Power Grants Buick Total Ownership Experience Award
Buick recently became the first mass-market auto manufacturer brand to lay claim to the J.D. Power’s new tribute, the Total Ownership Experience award.
The goal of this award is to recognize brands that cultivate an excellent customer experience at each stage of the vehicle buying and ownership process. The new award focused on five particular categories: sales, appearance, service, long-term reliability, and initial quality.
To secure this accolade, a brand must ace five other studies from J.D. Power: Execution and Layout (APEAL), Automotive Performance, Customer Service Index (CSI), Initial Quality Study (IQS), Sales Satisfaction Index (SSI), and Vehicle Dependability Study (VDS).
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Doug Betts, senior vice president of global automotive at J.D. Power, articulated the thoroughness of the criteria a brand must meet in order to achieve the Total Ownership Experience award. “J.D. Power has prided itself on being the voice of the automotive consumer for 50 years and we continue to examine every aspect of customers’ opinions on vehicle sales, quality and dependability, as well as dealership customer service. Addressing these areas effectively creates repeat buyers and brand advocates, so it’s important for manufacturers and dealers to listen, learn and continue to evolve with the times.”
Buick is definitely deserving of this prominent achievement. It’s easy for an automaker to dominate in just a couple areas of customer experience, but not all five. However, with healthy sales for 2017 and modern modifications in store for 2018—as well as ranking highest in sales satisfaction among mass-market brands for the second year in a row this past year—the brand should continue to satisfy its fans with a superb customer experience as the year plays out.
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News Source: J.D. Power