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Dealers serving customers well: 2 national surveys

November 17, 2010

Auto dealers around the country are serving their customers well, as evidenced by two recently released national surveys.

According to a survey by J.D. Power and Associates and reported by the Associated Press, customer satisfaction with auto dealers reached its highest level in the 21 years the company has conducted the survey. The average score was 852 out of a possible 1,000 points, up from last year's 847. The J.D. Power survey measures customer satisfaction with the dealership facility, sales representative, paperwork and finance process.


Another survey conducted by Consumer Reports magazine supports the data. The magazine found that nearly 90 percent of respondents were satisfied with their vehicle buying experience at the dealership. The survey also showed 57 percent were "very satisfied" and just 5 percent were dissatisfied.


Also, 96 percent of respondents thought they got at least a fair deal and 90 percent said dealership salespeople were helpful and informed. Consumer Reportssurveyed 2,000 households with adult residents who bought a new or used car or truck from a new-car dealership in the past year.