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Phoenix Area Support Site... 
Welcome to the Phoenix Area Support Site. This area will be dedicated to providing quick access to various materials, reports, documents and other resources to the Phoenix Area Nissan Dealers. If you have any questions or comments, please email me at mark.harris@nissan-usa.com

Mark Harris - LPM

J.D. Power and Associates 2009 Sales Satisfaction Index (SSI) by the numbers... 
12/9/09 - Sales
Posted by Administrator
Today J.D. Powers released the results from this year's SSI Study and the numbers are very interesting. You can read the article in its entirety at; 2009 Sales Satisfaction Index Study.

Here's the numbers:
  • Automotive Brands, on Average, Are Losing 12 Percent of Buyers to Competitors Due to Poor Customer Treatment.
  • Industry overall satisfaction averages 836 points on a 1,000-point scale in 2009, up by 11 points from 2008.
  • Nearly one in four buyers in 2009 reports experienced sales pressure from their selling dealer.
  • One in five shoppers who leave a dealership without purchasing a vehicle do so because they experienced poor treatment or dealer performance issues such as pricing games, sales pressure tactics or discourteous treatment.
  • 43 percent of the 1 in 5 buyers (mentioned above) ultimately purchased from a different dealer of the same brand, 57 percent decided to purchase from a different brand altogether.
  • On average, new-vehicle buyers shop at fewer than three dealerships, including the dealership from which they ultimately purchased.
  • Nearly one-half (49%) of all new-vehicle buyers visit only their selling dealer during the purchase process.
  • Satisfaction scores among buyers who visited only the selling dealer are considerably higher than those of customers who visited more than one dealer. Customers who havea particularly satisfying experience at the first dealer they visit are less likely to shop other dealers.
  • The 2009 Sales Satisfaction Index (SSI) Study is based on responses from approximately 48,000 new-vehicle buyers who purchased or leased their new vehicles in May or June 2009.
For more details by manufacturer visit J.D. Powers SSI Ratings by Manufacturer
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