Category: AutomotiveUnited States

  • 2023 U.S. Manufacturer Website Evaluation Study—Winter

    Auto Manufacturer Websites Becoming More Important to Vehicle Shoppers, JD Power Finds

    2023-01-08

    TROY, Mich.: 9 Jan. 2023 — As auto manufacturer websites become increasingly important to shoppers, overall satisfaction for manufacturer websites is also growing, up 11 points (on a 1,000-point scale) for the premium segment to 722 and 3 points for the mass market segment to 708 according to the JD Power 2023 U.S. Manufacturer Website Evaluation StudySM —Winter, released today. When shoppers use certain tools, specifically the build and price, vehicle compare, 360° viewer and payment/lease calculator, the likelihood of the shopper to consider the brand increases by 11 percentage points.

    “In today’s shopping environment, manufacturer websites must have a robust set of tools for shoppers to use,” said Jon Sundberg, director of digital solutions at JD Power. “Not only is it important to have the tools, they also need to be easily discoverable, well-designed and intuitive to use to significantly drive brand consideration.”

    The JD Power U.S. Manufacturer Website Evaluation Study is a semiannual study that measures customer satisfaction of automotive manufacturer websites during the process of shopping for a new vehicle by examining four key measures (in order of importance): information/content; visual appeal; navigation; and speed.

    Study Rankings

    Land Rover ranks highest among premium manufacturer websites with a score of 749. BMW (742) ranks second and Infiniti (740) ranks third.

    Jeep ranks highest among mass market manufacturer websites with a score of 727. Dodge (725) and Nissan (725) rank second in a tie. GMC (719) and Mazda (719) rank fourth in a tie.

    The U.S. Manufacturer Website Evaluation Study, initially released in 1999, is based on responses from 10,487 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded in October-November 2022.

    For more information about the U.S. Manufacturer Website Evaluation Study, visit https://www.jdpower.com/business/resource/us-manufacturer-website-evaluation-study

    About JD Power
    JD Power 
    is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • ZappyRide Acquisition Announcement

    JD Power Expands EV Portfolio with Acquisition of ZappyRide

    2023-01-10

    TROY, Mich.: 10 Jan. 2023 — JD Power, a global leader in data analytics and consumer intelligence, today announced the completion of its purchase of ZappyRide, an electric vehicle (EV) data company that builds white-label software and tools for automotive original equipment manufacturers (OEMs), electric utilities, and other greentech stakeholders. Uniquely positioned to deliver a comprehensive range of software and services that include strategic planning for electrification programs, consumer shopping and cost analysis tools, regional and federal incentive data and EV program administration resources, ZappyRide complements JD Power strengths in both automotive and utilities customer intelligence and analytics.

    The ZappyRide acquisition is part of the JD Power E-Vision initiative—a new program focused on maximizing the company’s industry-leading EV data, analytics, insights and solutions. The JD Power E-Vision initiative will encompass a broad range of JD Power product lines such as ZappyRide, EV syndicated studies and other exciting products that will be announced this quarter. The purpose of the E-Vision initiative is to make it easier for the broad range of companies focused on the EV sector to leverage JD Power’s industry-leading portfolio of products in a seamless and integrated way.

    “The far-reaching implications of the historic EV transformation are not isolated to the auto industry; they are creating ripple effects far and wide that will change the game for utilities, federal and local governments, consumers and more,” said Dave Habiger, president and CEO of JD Power. “ZappyRide is positioned at the center of that interconnected ecosystem, delivering the software and solutions that all EV stakeholders need to make better, faster, and more well-informed decisions. By adding these capabilities and key relationships to our robust offerings in automotive and utilities data, analytics and consumer intelligence, we are strengthening our leadership position in the EV intelligence space.”

    Launched in 2018, ZappyRide has been a pioneer in the development of EV-specific software designed to empower OEMs, utilities, government agencies, fleet companies and rideshare companies with the data and services they need to navigate the fast-moving EV landscape. With a wide range of product offerings that include EV education and decision-making platforms for consumer and commercial stakeholders, commercial fleet planning tools, an incentive application assistant for EV charging equipment, and several APIs covering data on nationwide incentives, charging equipment, vehicles and their specs, electricity sources and their emissions, ZappyRide has quickly built a reputation as trusted authority on EV transformation. The company has amassed an A-list roster of clients that includes leading OEMs such as General Motors, and some of the country’s largest electric utilities, such as Pacific Gas and Electric Company (PG&E). ZappyRide is being integrated into the Autodata Solutions division of JD Power.

    “The U.S. market saw approximately 20 new EV models launched in 2022 alone, and with roughly one-fourth of Americans now indicating that they are ‘very likely’ to consider an EV for their next purchase or lease, it has become clear that that the world as we know it is changing quickly,” said Craig Jennings, president of JD Power Autodata Solutions. “JD Power has been on the front lines of that transformation for the last several years, and—with the acquisition of ZappyRide—we are further solidifying our position as a one-stop-shop for critical data, analytics and consumer intelligence on all aspects of the EV economy.”

    “From the outset, our business has been focused on accelerating EV adoption by improving customer experience and providing the essential data and solutions a diverse group of stakeholders need to make better decisions – a mission that’s very well-aligned with the work JD Power has been pioneering for decades,” said Olivier Pinçon, CEO of ZappyRide. “I could not be happier about joining forces with JD Power to help drive the EV transformation.”

    ZappyRide senior leadership and employees will continue with the firm and will be integrated into JD Power’s Autodata Solutions division. Pinçon will continue to lead the team as General Manager, ZappyRide EV Products, reporting to Jennings.

    For more information about JD Power E-Vision, visit https://www.jdpower.com/business/e-vision.

    About JD Power

    JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • JD Power EV Index Announcement

    JD Power Electric Vehicle Index: Measuring Roadblocks to EV Adoption, Parity to Gas-Powered Vehicles

    2023-01-15

    TROY, Mich.: 17 Jan. 2023 — JD Power, a global leader in data analytics and consumer intelligence, today announced the introduction of the JD Power EV IndexSM, an analytics tool to track the growing EV market in the United States. Each month, the index will arrive at one number (on a 100-point scale) to make it easy to understand the progress to parity of EVs with traditional internal combustion engine (ICE) vehicles. The sub-category numbers will represent all the roadblocks to parity. Today, the EV Index score is 47 (based on the most recent available data from November 2022), with some categories improving and others declining during the 12-month pilot period. The EV Index score and accompanying analysis will be available monthly.

    “Vehicle electrification has industry leaders grappling with billion-dollar decisions, and hyper-detailed data and analytics will help guide their decision making,” said Elizabeth Krear, vice president of electric vehicle practice at JD Power. “We’ve created a smart and dynamic way to capture how the EV marketplace is performing in relation to gas-powered vehicles, and the index provides a heightened level of detail never seen before in this arena.”

    Millions of data points are aggregated into six specific categories to make up the EV Index:

    • Interest—This factor measures the potential commitment to purchasing an EV based on voice of the customer and online behavioral data. The Interest score is 32, up 8 points from a year ago in the pilot phase, due largely to the growing number of EV models available or soon coming to market.
    • Availability—This factor measures the proportion of new-vehicle buyers who have an EV purchase option that meets their buying needs, reflective of factors like price, manufacturer origin, segment and other inputs. The Availability score is 30, up 12 points year over year due largely to the ongoing introduction of EV models into new and important segments.
    • Adoption—This factor measures the proportion of new-vehicle buyers who purchase an EV, relative to those with a viable substitute meeting their needs. The Adoption score is 22, down 4 points from a year ago primarily because the expansion of EV model availability is outpacing EV retail share.
    • Affordability—This factor  measures the total cost of ownership of an EV compared with the ICE segment average (after tax credits, rebates, incentives, operating costs and residual values—for both purchase and lease transactions). The Affordability score is 84, down 12 points year over year as EV prices have increased and 15 models were disqualified beginning in August when the Inflation Reduction Act’s North America manufacturing criteria kicked in. The Affordability score is expected to change dramatically based on January 2023 data as the manufacturers’ volume cap is lifted, but vehicle price thresholds and income limits are factored into the purchase of an EV. Leasing, which is currently at 10%, also is expected to grow because the criteria is less restrictive for leasing.
    • Infrastructure—This factor measures the availability, location, speed, and quality and reliability of EV charging compared with gas stations for ICE vehicles. The Infrastructure score is 27, down 4 points year over year primarily because the volume of EV units in operation is outpacing the rate of reliable charger installations.
    • Experience—This factor measures owners’ overall satisfaction with their EV, including appeal, quality, durability, range and the sales and service experiences, as compared with an ICE vehicle equivalent. The Experience score is 89, down 2 points from a year ago due largely to declining satisfaction with the EV sales experience.

    The first-of-its-kind EV Index for the U.S. market enables industry stakeholders—automakers, utilities, suppliers, charge point operators and legislators—to navigate today’s rapidly evolving EV environment with real-time data that is plugged into a dynamic, web-based portal. The portal is equipped with cutting-edge visualizations, a simple-to-understand dashboard and a custom query tool that can help stakeholders make faster and more reliable decisions.

    The new service also includes substantially increased data granularity in which metrics are available at the national, regional, state and Designated Market Area (DMA) levels, and can be broken down by segment, brand and model.

    About JD Power
    JD Power
     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • JD Power Online Ordering Announcement

    JD Power Launches Online Ordering for the New-Vehicle Sales Channel

    2023-01-23

    TROY, Mich.: 24 Jan. 2023 — JD Power, a global leader in data analytics and customer intelligence, today announced its first entrée in Modern Retailing as a Service (MRaaS) with the launch of JD Power Online Ordering, a product designed to reduce the friction of completing a new-vehicle transaction online. The new sales software helps automotive manufacturers, dealers, lenders, marketplaces and digital-retailing websites with the entire online sales process.

    “This is a breakthrough product for an industry that is still grappling with inventory shortages caused by persistent supply chain issues,” said Phillip Battista, president of dealership technologies and head of modern retailing at JD Power. “These issues are causing shoppers to bounce from dealer websites without transacting. Online Ordering showcases the ability of JD Power to combine unique company assets such as vehicle build data from Chromedata and transaction capabilities from Darwin into the industry’s only online transactional ordering system. It’s the end-to-end payment, documents and protection system that elevates today’s online vehicle-buying experience.”

    Online Ordering comes at a time when 16% of new-vehicle buyers have gravitated to ordering online, according to the JD Power 2022 U.S. Sales Satisfaction Index (SSI) StudySM. These digital mavericks’ desired journey includes: browsing inventory; selecting a vehicle from available inventory; reviewing pricing and payments; negotiating purchase price; agreeing on final vehicle purchase price; receiving value for a trade-in; applying for a loan or lease; receiving credit approval for a loan or lease; reviewing extended warranty and vehicle protection options; and completing purchase paperwork. The JD Power 2022 SSI Study shows that new-vehicle buyers completing four of these key online activities experience have a level of satisfaction that is 29 points (on a 1,000-point scale) higher than those who do not purchase a car online (866 vs. 837, respectively).  

    Features of the JD Power Online Ordering software include:

    • New-vehicle configuration data for 39 automakers
    • Factory build sheets and order codes for electronic submission
    • Full transaction capabilities with e-signature
    • Real-time, penny-perfect payments with all applicable taxes and incentives for 50 states
    • Full trade-in capabilities; instant credit submission and score verification
    • Complete online compliance
    • Seamless transfer from a participating program dealer to the manufacturer 

    Online Ordering is being utilized by Princeton Audi in Princeton, N.J., for in-dealership foot traffic. According to the JD Power 2022 SSI Study and Power Information Network data, satisfaction for digital customers who complete their purchase in the showroom increases 67 points when the salesperson uses a tablet (888) vs. when they do not use a digital device (821).

    Online Ordering is a white-label offering from the JD Power MRaaS suite, which is designed to bring together the full spectrum of JD Power industry-leading solutions in a customizable way to power modern retailing.

    About JD Power
    JD Power
     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • JD Power-LMC Automotive Forecast January 2023

    Strong Start to 2023: New-Vehicle Sales Increase as Transaction Prices and Expenditures Hit Record Levels in Year’s First Month

    2023-01-26

    The Total Sales Forecast

    Total new-vehicle sales for January 2023, including retail and non-retail transactions, are projected to reach 1,043,100 units, a 5.4% increase from January 2022 according to a joint forecast from JD Power and LMC Automotive. January 2023 has the same number of selling days as January 2022.

    The Retail Sales Forecast

    New-vehicle retail sales for January 2023 are expected to decline when compared with January 2022. Retail sales of new vehicles this month are expected to reach 859,800 units, a -1.7% decrease from January 2022. 

    The Takeaways

    Thomas King, president of the data and analytics division at JD Power:
    “As we start 2023, supply chain disruptions continue but are becoming less severe. This is leading to an increase in the number of vehicles being delivered to dealerships and fleet customers. Retail inventory at the end of January is expected to remain above one million units for the fourth consecutive month. However, the overall volume of new vehicles being delivered to dealerships in January is still not sufficient to meet consumer demand, resulting in record transaction prices for the month.

    “While retail inventory levels are generally rising, several manufacturers are directing a larger portion of their increased production towards fleet customers. Fleet sales have been more heavily inventory constrained than retail sales during the past several years, resulting in significant pent-up demand. Rising production levels now allow manufacturers to better support their fleet customers while maintaining retail inventory levels.

    “New-vehicle transaction prices continue to rise—although the rate of growth continues to slow. The average price will set a January record of $46,437, an increase of 4.2% from a year ago.”

    The record transaction prices means that buyers are on track to spend nearly $39.9 billion on new vehicles this month—the highest level ever for the month of January, an increase of 2.4% from January 2022.

    “Dealer profit per unit is falling from the record highs of 2022—mostly due to a reduction in dealer addendums—but remain historically strong. Total retailer profit per unit—inclusive of grosses and finance and insurance income—is on pace to be $3,975, down 22.0% from a year ago but still more than double 2019 levels. The decline is due primarily to fewer vehicles being sold above MSRP. In January, 33% of new vehicles are being sold above MSRP, down from the high of 48% in July 2022.”

    Total aggregate retailer profit from new-vehicle sales for the month of January is projected to be down 23.4% from January 2022, reaching $3.4 billion for the second-best January on record.

    “Dealerships are still pre-selling a large proportion of their inventory allocation, but increased supply means buyers have more selection as vehicles are spending slightly more time at dealerships. This month, 44% of vehicles will be sold within 10 days of arriving at a dealership, down from a high of 57% in March 2022. The average number of days a new vehicle is in a dealer’s possession before being sold is on pace to be 27 days—up from 19 days a year ago—but still less than half the pre-pandemic average of 70 days.

    “Manufacturer discounts are up slightly from a month ago, however, they remain historically low. The average incentive spend per vehicle is tracking toward $1,260, a decrease of 7.0% from a year ago. Incentive spending per vehicle expressed as a percentage of the average vehicle MSRP is trending at 2.7%, down 0.4 percentage points from January 2022. One of the factors contributing to the low level of spending is the absence of discounts on vehicles that are leased. This month, leasing is accounting for just 17% of retail sales. In January 2019, leases accounted for 31% of all new-vehicle retail sales.

    “Elevated pricing coupled with repeated interest rate increases continue to inflate monthly loan payments. After breaking the $700 level for the first time on record in July, the average monthly finance payment in January is on pace to be $723, up $59 from January 2022. That translates to an 8.8% increase in monthly payments from a year ago. The average interest rate for new-vehicle loans is expected to be 6.8%, an increase of 264 basis points from a year ago.

    “Used-vehicle prices are falling which is resulting in less trade-in equity for new vehicle buyers who have a vehicle to trade. The average trade-in equity for January is trending toward $9,350, down $255 (-2.7%) from a year ago and down $709 since the peak in June 2022. For context, January 2023 trade equity is still more than double the pre-pandemic level, helping owners that have a vehicle to trade in offset some of the pricing and interest rate increases.

    “This year is off to an encouraging start from an inventory and sales standpoint. Retailer profitability is softening as expected but remains well above historical norms. Looking forward to February, the industry sales pace will continue to be inventory constrained despite improving production levels. Each manufacturer is emerging from the supply shortage in a slightly different way, with variation in production recovery, retail vs. fleet focus and pricing strategy. This means February will likely be similar to January at the industry level, but with rising variation in manufacturer performance.”

    Sales & SAAR Comparison

    U.S. New Vehicle January 20231, 2 December 2022 January 2022
    Retail Sales

    859,818 units

    (-1.7% lower than January 2022)2

    1,059,876 units 874,726 units
    Total Sales

    1,043,089 units

    (5.4% higher January 2022)2

    1,281,547 units 989,681 units
    Retail SAAR 13.6 million units 11.3 million units 13.9 million units
    Total SAAR 15.9 million units 13.5 million units 15.1 million units

    1 Figures cited for January 2023 are forecasted based on the first 16 selling days of the month.
    2 January 2023 has 24 selling days, the same as January 2022.

    The Details

    • The average new-vehicle retail transaction price in January is expected to reach $46,437, a 4.2% increase from January 2022. The previous high for any month—$47,362—was set in December 2022.
    • Average incentive spending per unit in January is expected to reach $1,260, down from $1,355 in January 2022. Spending as a percentage of the average MSRP is expected to fall to 2.7%, down 0.4 percentage points from January 2022.
    • Average incentive spending per unit on trucks/SUVs in January is expected to be $1,265, down $98 from a year ago, while the average spending on cars is expected to be $1,290, down $31 from a year ago.
    • Retail buyers are on pace to spend $39.9 billion on new vehicles, up $0.9 billion from January 2022.
    • Truck/SUVs are on pace to account for 78.7% of new-vehicle retail sales in January.
    • Fleet sales are expected to total 183,300 units in January, up 59.4% from January 2022 on a selling day adjusted basis. Fleet volume is expected to account for 18% of total light-vehicle sales, up from 12% a year ago.
    • Average interest rates for new vehicle loans are expected to increase to 6.79%, 264 basis points higher than a year ago.

    EV Outlook

    Elizabeth Krear, vice president, electric vehicle practice at JD Power:
    “In December 2022, 24.8% of new-vehicle shoppers said they were ‘very likely’ to consider purchasing an EV, which is 4 percentage points lower than November 2022. The softening correlates to gas prices dropping to the lowest levels in nearly a year.

    “Chevrolet once again emerged as the most-considered EV brand in December, breaking away from Tesla by 5 percentage points when Tesla saw all five models decrease in consideration.  The Lexus RZ was the most-considered premium model. The affordability of EVs improved slightly during the past two months, following a four-month decline. This improvement is driven by the premium volume mix, which is closer to parity with ICE vehicles than mass market models. 

    “As the Inflation Reduction Act unfolds, EV affordability will differentiate by vehicle and by transaction type. Currently, only 10% of EV transactions are leases. Beginning this month, however, the rules for eligibility are far less restrictive on leasing than purchasing, and that will make the $7,500 tax incentive a good reason for many to consider leasing an EV.”

    Global Sales Outlook

    Jeff Schuster, president, global forecasts, LMC Automotive, a GlobalData company:
    “Global light-vehicle sales in December were slightly stronger than expected with volume of 7.5 million units, an increase of 1% from December 2021. The selling rate held at 83.5 million units, which is consistent with November and 1.3 million units stronger than a year ago. Recovery growth in Western Europe (+13%) North America (+9%) and India (+8%) drove the increase for the month. China remained a drag on the growth, posting a decline of 8% from a year ago. In addition, Eastern Europe was down, but the decline of 8% was the strongest performance since the start of the war in Ukraine.

    “January 2023 is expected to post a 6% decline from January 2022, as some payback in China is expected from the incentive last year that has yet to be renewed. The selling rate is forecast to improve from December to 84.1 million units, but January is usually challenging to decipher globally, given the timing of the Lunar New Year.

     “This past year was certainly a challenging year, as disruption and negative variables stacked up against the prospects of a recovery during the year. December’s slightly better results did push 2022 to 81.1 million units, a decline of 0.4% from 2021. As disruption and economic uncertainty are expected to remain as headwinds in 2023, the outlook continues to hold an elevated level of risk. The forecast for 2023 is at 85.8 million units, an increase of 6% from 2022’s contraction. We expect more downside risk to the forecast, as affordability is a concern with many new-vehicle buyers. This risk could erode up to 2 million units of the expected recovery, cutting the growth to 3% for the year. That said, we continue to believe there is a level of unfulfilled demand that exceeds the level of production and inventory, so a path to a more pronounced recovery exists, but it may be pushed to 2024 or even 2025.”

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info
    About LMC Automotive www.lmc-auto.com

     

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  • 2022 North America Rental Car Satisfaction Study

    Customer Satisfaction with Rental Car Companies Affected by Rapidly Rising Costs, JD Power Finds

    2022-10-11

    jillian.breska

    TROY, Mich.: 12 Oct. 2022 Although North American airport-based rental car companies have largely solved the vehicle supply shortage that caused a significant decline in customer satisfaction in 2021, overall customer satisfaction levels have not improved in 2022. According to the JD Power 2022 North America Rental Car Satisfaction Study,SM released today, rapidly rising rental fees—which are up 14% this year—are suppressing overall customer satisfaction and driving a steady decline in rental car company brand image.

    “When it comes to rental cars, price is the biggest factor affecting satisfaction, and the combined effects of inflation and high fuel prices are really pushing customers to their limits—and that could affect brand image,” said Michael Taylor, managing director of travel, hospitality and retail at JD Power. “If rental car companies want to offset the influence of these cost increases on customer satisfaction and their brand loyalty, they are going to have to work hard to deliver outsized value by ramping up service.”

    Study Ranking

    Enterprise ranks highest in overall customer satisfaction for a second consecutive year, with a score of 865. National (859) ranks second and Alamo (837) ranks third. Overall customer satisfaction for the industry is 829, down from 830 in 2021 and 841 in 2020.

    The 2022 North America Rental Car Satisfaction Study is based on responses gathered from 8,445 business and leisure travelers who rented a vehicle at an airport location from August 2021 through August 2022. The study was fielded from September 2021 through August 2022.

    For more information about the North America Rental Car Satisfaction Study, visit https://www.jdpower.com/resource/north-america-rental-car-satisfaction-study.

    About JD Power
    JD Power
     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-inf

     

  • JD Power-LMC Automotive Forecast October 2022

    Supply Increases Help October Sales Pace Improvement; Highest October on Record for Spending on New Vehicles

    2022-10-25

    The Retail Sales Forecast

    New-vehicle retail sales for October 2022 are expected to increase when compared with October 2021, according to a joint forecast from JD Power and LMC Automotive. Retail sales of new vehicles this month are expected to reach 1,008,200 units, a 12.1% increase compared with October 2021. October 2022 has one fewer selling day compared with October 2021. Comparing the same sales volume without adjusting for the number of selling days translates to an increase of 8.0% from 2021.

    The Total Sales Forecast

    Total new-vehicle sales for October 2022, including retail and non-retail transactions, are projected to reach 1,157,900 units, a 15.2% increase from October 2021. Comparing the sales volume without adjusting for the number of selling days translates to an increase of 10.9% from 2021.

    The Takeaways

    Thomas King, president of the data and analytics division at JD Power:
    “October results show that new-vehicle inventory levels are experiencing modest improvement with month-end retail units expected to exceed one million units for the first time since May 2021. The result is a retail sales pace that shows a meaningful increase from a year ago but still falls below its potential due to historically lean vehicle availability.

    “As expected, with an increase in supply, several financial indicators are seeing a ‘cooling off’ from the heated growth rates earlier this year—but the industry’s financial health is still positive. Dealer profit per unit continues to modestly soften from its peak—down just more than $500 from a few months ago but still over double of what they were pre-pandemic. Also due to the rise in sales volumes accompanied by near record level transaction prices, retailers in aggregate, will experience the second most profitable October on record. Although rising interest rates continue to put pressure on affordability, buyers spent more money on new vehicles this month than any previous October. Overall, we expect to see some deterioration in per unit pricing and profitability in the coming months, however, nearly 50% of new vehicles are still being sold above MSRP, the industry is recalibrating to a more durable pricing environment.”

    Dealerships are continuing to pre-sell vehicles in their delivery pipeline. This month, 52% of vehicles will be sold within 10 days of arriving at a dealership, while the average number of days a new vehicle is in a dealer’s possession before being sold is on pace to be 19 days—down from 20 days a year ago.

    For October, new-vehicle prices remain at record levels, with the average transaction price expected to reach $45,599—a record for October and a 2.7% increase from a year ago. The increase in sales volume and near record level transaction prices are resulting in buyers being on track to spend nearly $46.0 billion on new vehicles this month—the highest level ever for the month of October and a 10.9% increase from October 2021.

    “Even with a modest increase in inventory, strong demand continues to allow manufacturers to maintain a low level of discounting. The average incentive spend per vehicle is tracking toward $882, a decrease of 44.7% from a year ago. This will mark the sixth consecutive month under $1,000. Incentive spending per vehicle expressed as a percentage of the average vehicle MSRP is trending at 1.9%, down 1.6 percentage points from October 2021. One of the factors contributing to the reduction in incentive sending is the absence of discounts on vehicles that are leased. This month, leasing will account for just 16% of retail sales. In October 2019, leases accounted for 30% of all new-vehicle retail sales.

    “Elevated pricing coupled with interest rate hikes are inflating monthly loan payments. After breaking the $700 level for the first time ever in July, the average monthly finance payment in October is on pace to be $711, up $47 from October 2021. That translates to an 7.0% increase in monthly payments from a year ago. The average interest rate for new-vehicle loans is expected to increase 199 basis points from a year ago to 6.03%.

    “The increase in monthly loan payments would be even greater were it not for the continued strength of used-vehicle prices, which increases the amount of trade-in equity that new-vehicle buyers are bringing to their next purchase. The average trade-in equity for October is trending toward $9,297, a 7.0% ($598) increase from a year ago but down $820 since the peak in June 2022. For context, October 2022 trade equity is still more than double the pre-pandemic level.   

    Total retailer profit per unit—inclusive of grosses and finance and insurance income—is on pace to be $4,522, down 10.4% from a year ago. Total aggregate retailer profits from new-vehicle sales for the month of October is projected to be down 3.3% from October 2021, reaching $4.6 billion, the second-best October on record.

    “November is the traditional start of the holiday sales event season for the industry. This typically involves a bias towards premium vehicles along with pricing discounts in the form of manufacturer supported lease offers. While production has shown some signs of improvement, it most likely will not be enough to bring forward any material sales events. Higher interest rates will continue to compress transaction prices and retailer profit, though overall industry health is still at historically high levels.”

    Sales & SAAR Comparison

    U.S. New Vehicle

    October 20221, 2

    September 2022

    October 2021

    Retail Sales

    1,008,156 units

    (12.1% higher than October 2021)2

    962,937 units

    933,816 units

    Total Sales

    1,157,894 units

    (15.2% higher October 2021)2

    1,106,721 units

    1,043,653 units

    Retail SAAR

    13.0 million units

    11.9 million units

    11.7 million units

    Total SAAR

    15.0 million units

    13.4 million units

    13.2 million units

    1 Figures cited for October 2022 are forecasted based on the first 19 selling days of the month.
    2 October 2022 has 26 selling days, one fewer than October 2021.

    The Details

    • The average new-vehicle retail transaction price in October is expected to reach $45,599, a 2.7% increase from October 2021. The previous high for any month—$46,173—was set in July 2022.
    • Average incentive spending per unit in October is expected to reach $882, down from $1,595 in October 2021. Spending as a percentage of the average MSRP is expected to fall to 1.9%, down 1.6 percentage points from October 2021.
    • Average incentive spending per unit on trucks/SUVs in October is expected to be $886, down $703 from a year ago, while the average spending on cars is expected to be $836, down $786 from a year ago.
    • Buyers are on pace to spend $46.0 billion on new vehicles, up $4.5 billion from October 2021.
    • Truck/SUVs are on pace to account for 78.8% of new-vehicle retail sales in October.
    • Fleet sales are expected to total 149,700 units in October, up 41.6% from October 2021 on a selling day adjusted basis. Fleet volume is expected to account for 13% of total light-vehicle sales, up from 11% a year ago.
    • Average interest rates for new vehicle loans are expected to increase to 6.03%, 199 basis points higher than a year ago.

    EV Outlook

    Elizabeth Krear, vice president, electric vehicle practice at JD Power:
    “October breaks a three-consecutive-month decline in EV consideration. With a 1.2% increase in new-vehicle shoppers saying they are ‘very likely’ to consider purchasing an EV in the next 12 months, the total stands at 27.4%. EV consideration data from JD Power has shown a correlation between ‘very likely’ consideration and rising gas prices. Additional factors that are contributing to the increase in consideration are federal EV support programs and more mass-market EV models coming to market. The number of EV models included in our data set is 51, nearly double the 27 models two years ago.

    “With the introduction of the Silverado EV and the Equinox EV to the October EV Consideration Monthly Pulse, Chevrolet is now the most considered EV brand in the country, surpassing Tesla by one percentage point. Notable, too, is that five of the six most considered models are mass market; the Tesla Model S is the only premium model in the group.

    “EV interest is increasing and EV availability is growing. However, adoption has been flat for the past six months with the retail monthly share for BEVs hovering at 5.6%. The top two reasons for EV rejection are lack of public charging and price. Affordability has decreased 15 points in the past 12 months, primarily driven by aggressive Tesla price increases going up faster than ICE vehicle segments. Higher interest rates have not helped. Public charging is an issue because, although Infrastructure has increased slightly the past year, the lack of charger reliability blunts the progress of charger installations.”

    J.D. Power-LMC Automotive Forecast October 2022

    Global Sales Outlook

    Jeff Schuster, president, Americas operations and global vehicle forecasts, LMC Automotive:
    “September fared a little better than expected with the selling rate for global light vehicles coming in at 85.9 million units, down from the rate of 91.0 million-units in August. September volume was up 17% year over year. Based on percentage, India led the way with year-over-year growth of 81%. Asia-Pacific was up 30% with double digit growth in all major markets, including China being up 28%. North America (9%) and Western Europe (6%) were up but lagged the rest of the world.

    “In October, the global light-vehicle selling rate is projected to be 86.7 million units, with volume up nearly 12% as a strong recovery in Asia meets better prospects in the United States and Western Europe. Like September, October is benefiting from a low base a year ago that is keeping most markets in positive growth territory.

    “The outlook for demand is virtually unchanged from a month ago at 82 million units, just 0.2% higher than a year ago. Supply chain issues are expected to ease throughout 2023 but a full recovery is still not on the near-term horizon. The industry has cumulatively lost more than 30 million units since the start of the pandemic, some of which will not be recovered. Next year, we expect demand to increase 4% to 84.8 million units, but another year at 81 million units is certainly plausible given the high level of uncertainty that remains.”

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    Emmie Littlejohn, LMC Automotive; Troy, Mich.; 248-817-2100; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

    About LMC Automotive www.lmc-auto.com

     

  • 2022 U.S. Sales Satisfaction Index (SSI) Study

    Lack of New-Vehicle Inventory Has Notable Effect on Sales Satisfaction, JD Power Finds

    2022-11-09

    TROY, Mich.: 9 Nov. 2022 — Although the pandemic may be over, vehicle buyers are still suffering from its effect on new-vehicle production. With new-vehicle inventory remaining very low, transaction prices have significantly increased—and consumers are not happy about it. Customer satisfaction with the vehicle purchase experience has declined for the first time in more than 10 years, according to the JD Power 2022 U.S. Sales Satisfaction Index (SSI) Study,SM released today. Overall sales satisfaction has dipped to 786 (on a 1,000-point scale) from 789 in 2021.

    When new-vehicle prices increased in 2021, customer satisfaction was buoyed by higher-than-expected trade-in values. Not so this year as new-vehicle inventories declined further, enabling a higher rate of dealers to charge more than Manufacturer’s Suggested Retail Price (MSRP). The satisfaction index score for fairness of price paid declines year over year, while metrics for the variety of physical and online inventory plummeted in each of the past three years.

    “Even in the face of a continuing shortage of new-vehicle inventory and general inflationary pressure, dealerships have been able to maintain a consistent level of sales satisfaction,” said Chris Sutton, vice president of automotive retail at JD Power. “With the supply chain being an ongoing issue and with no near-term solution, dealerships have had to use additional tools at their disposal, such as special orders and more personal customer handling, to maintain sales satisfaction. However, 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.”

    Another key study finding is that electric vehicle (EV) buyers continue to have less satisfying sales experiences than do buyers of traditional gas-powered vehicles in both the premium and mass market segments. For example, satisfaction among owners of mass market battery electric vehicles (BEVs) is 56 points lower than among owners of gas-powered vehicles (791 vs. 847, respectively) and satisfaction among owners of premium BEVs is 33 points lower than among owners of gas-powered vehicles (831 vs. 864, respectively).

    “If EVs are going to be the wave of the future, rapid improvements need to be made to close the gaps in factors such as product knowledge and vehicle delivery,” Sutton said. “There is no doubt that the products are coming, but from a customer purchase experience standpoint, the dealerships are just not there yet.” 

    Following are key findings of the 2022 study:

    • Sticker price a demarcation point for new-vehicle buyers: Although inventory shortages have prompted many dealers to charge more than the suggested price for new vehicles, the practice has had a negative effect on overall satisfaction. Satisfaction among buyers who paid more than sticker price is 757, while satisfaction among those who paid sticker price is 850. Among buyers of mass market vehicles, 25% paid more than MSRP compared with just 19% among buyers of premium vehicles.
    • Special orders may be special solution to sales satisfaction: Satisfaction is higher among buyers who special ordered a vehicle for later delivery (854) than among those who bought a vehicle from the dealer’s lot (841). Additionally, dealer communication of vehicle status during the ordering and build process helps drive real differentiation in customer experience.
    • EV buyers could use some show and tell: More than one-third (38%) of EV buyers failed to get instruction on EV charging before they left the dealership, which notably affects satisfaction. Satisfaction is 872 among buyers of premium EVs who received a demonstration but drops to 709 when there wasn’t a demonstration. Among buyers of mass market EVs, satisfaction is 835, and declines to 717 when there wasn’t a demonstration. “Explaining how to charge the vehicle should be a mandatory part of every EV delivery,” Sutton said. “Salespeople don’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.”
    •  Dealership visits decrease as buyers become more satisfied with digital retailing: The lack of inventory has made it less important to visit dealerships as buyers seem to be getting ever more comfortable with online shopping and purchasing activities. This year, 85% of buyers say they visited a dealership during the purchase process, down from 88% in 2021. At the same time, many online activities have increased. For instance, 18% of buyers who visited the website of their selling brand or dealer say they completed the purchase paperwork online, up from 13% a year ago. Also notable is that 18% of buyers say they agreed to a final purchase price online, up from 15% in 2021.

    Study Rankings

    Alfa Romeo ranks highest in sales satisfaction among premium brands with a score of 833. Porsche (831) ranks second and Lexus (819) ranks third.

    Buick ranks highest in sales satisfaction among mass market brands, with a score of 825. Dodge (816) ranks second and Subaru (804) ranks third.

    Now in its 37th year, the U.S. Sales Satisfaction Index (SSI) Study measures satisfaction with the sales experience among new-vehicle buyers and rejecters (those who shop a dealership and purchase elsewhere). Buyer satisfaction is based on six factors (in order of importance): delivery process (26%); dealer personnel (24%); working out the deal (19%); paperwork completion (18%); dealership facility (10%); and dealership website (4%). Rejecter satisfaction is based on five factors: salesperson (40%); price (23%); facility (14%); variety of inventory (11%); and negotiation (11%).

    The 2022 U.S. Sales Satisfaction Index (SSI) Study is based on responses from 36,879 buyers who purchased or leased their new vehicle from March through May 2022. The study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction with the selling dealer (satisfaction among buyers). The study also measures satisfaction with brands and dealerships that were shopped but ultimately rejected in favor of the selling dealership (satisfaction among rejecters). The study was fielded from July through September 2022.

    For more information about the U.S. Sales Satisfaction Index (SSI) Study, visit https://www.jdpower.com/business/automotive/us-sales-satisfaction-index-ssi-study.

    About JD Power
    JD Power 
    is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • ChromeDada-Ford Announcement

    Ford Motor Company and JD Power ChromeData Join Forces to Expand Vehicle Build Data Coverage

    2022-11-09

    TROY, Mich./DEARBORN, Mich.: 10 Nov. 2022 – Today, Ford Motor Company and JD Power ChromeData, a leading provider of vehicle data and software solutions, announced an agreement to use Ford and Lincoln vehicle build data for ChromeData VIN Descriptions.

    Ford and Lincoln vehicle build data provides OEM-sourced vehicle information from the time a vehicle was manufactured, allowing for more accurate insurance quotes, which ultimately benefits customers.

    “We are committed to help Ford and Lincoln customers get the most accurate insurance quotes for their vehicle. This is another way we are helping provide value to our customers as part of owning a Ford or Lincoln,” said Amy Graham, services marketing director at Ford Motor Company.

    Ford’s manufacturing data provides a comprehensive view of a vehicle’s feature content. When cross-referenced with the extensive ChromeData Vehicle Catalog, this information can provide precise VIN descriptions—which are critical for insurance companies, dealers, financers, marketers and valuation services. With this agreement, ChromeData will have access to build data for approximately 80% of the automotive brands sold in the U.S.

    “For nearly three decades, ChromeData has set the standard for the most accurate, timely and complete vehicle data and content in the industry,” said Craig Jennings, president of the Autodata Solutions division at JD Power. “Not only does Ford’s vehicle build data further expand the benefits of our services, but it also provides dealers and other industry partners with a better understanding of which features come with each Ford and Lincoln vehicle.”

    About Ford Motor Company
    Ford Motor Company (NYSE: F) is a global company based in Dearborn, Michigan, that is committed to helping build a better world, where every person is free to move and pursue their dreams. The company’s Ford+ plan for growth and value creation combines existing strengths, new capabilities and always-on relationships with customers to enrich experiences for and deepen the loyalty of those customers. Ford develops and delivers innovative, must-have Ford trucks, sport utility vehicles, commercial vans and cars and Lincoln luxury vehicles, as well as connected services. Additionally, Ford is establishing leadership positions in mobility solutions, including self-driving technology, and provides financial services through Ford Motor Credit Company. Ford employs about 176,000 people worldwide. More information about the company, its products and Ford Credit is available at corporate.ford.com.

    About JD Power
    JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]
    Marty Gunsberg, Ford Motor Company, [email protected]

     

  • JD Power MRaaS Announcement

    JD Power Launches Modern Retailing as a Service (MRaaS) to Support Automotive Industry Transformation

    2022-11-16

    TROY, Mich.: 17 Nov. 2022 — JD Power, a global leader in data analytics and customer intelligence, today announced the launch of Modern Retailing as a Service (MRaaS) to help the automotive industry adapt to rapidly changing consumer preferences and trends in vehicle shopping and purchasing behaviors. The new system, which will offer JD Power advanced software, data and predictive analytics solutions in a modular, on-demand model, will enable the automotive industry to customize and scale their service offerings based on their specific needs.

    MRaaS will bring together the full spectrum of JD Power’s industry-leading solutions in a customizable way to power modern retailing. It’s on-demand pricing model will allow customers to purchase what they need—whether it be a complete, end-to-end solution or selected modules that fit their specific needs.  JD Power assets available in the system include VIN descriptions, inventory data, valuation data, vehicle images, digital retailing services (including F&I menu) and car ratings data.

    “Consumer preferences for car shopping and purchasing are evolving rapidly and OEMs, dealers, marketplaces and F&I providers need to adapt if they want to thrive,” said Dave Habiger, president and CEO of JD Power. “We have the solutions the industry needs to modernize everything from customer-facing digital sales to back-end analytics and forecasting, and we’re now making it more flexible and accessible than ever. By pulling our industry leading data, analytics and software together in an on-demand platform, we’re empowering the automotive industry to take a proactive approach to transforming their operations.”

    The new MRaaS area will be led by Phillip Battista, president of dealership technologies and the newly appointed head of modern retailing at JD Power. A 30-year auto industry veteran, Battista founded Superior Integrated Solutions/Darwin Automotive, an industry-leading F&I and digital retailing services provider, which was acquired by JD Power in 2021.  In the role of head of modern retailing, Battista will be responsible for the company’s modern retailing strategy and execution.

    “JD Power has the broadest set of software and data assets in this area and we can bring them together in a flexible and modular fashion that best fits the client’s consumer strategy,” said Battista. “We are uniquely positioned with market leading solutions and deep industry experience to help power the automotive industry in its transition to modernized retailing.”

    About JD Power
    JD Power
     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info