Overall consumer satisfaction with OEM websites has increased and is now at the highest level it has been in three and a half years.
That, according to J.D. Power, comes thanks to a rise in inventory levels and incentives. Data from the company’s 2024 U.S. Manufacturer Website Evaluation Study—Summer reveals that Mercedes-Benz and Chevrolet both rank highest in their respective segments.
“There were numerous macroeconomic factors, such as lack of chips and inventory, negatively influencing the auto industry during the pandemic,” said Chelsea Duckhart, Analyst of Digital Solutions at J.D. Power, in a statement. “Now, the auto industry is as close to normal as it has ever been and because of that, we are seeing an increase in inventory, incentives and rebates.”
She added that OEMs are also being more transparent by showing vehicles being built and delivered, and being more transparent with prices: “all things that significantly affect website satisfaction.”
J.D. Power’s semi-annual study measures customer satisfaction of OEM websites during the new vehicle shopping process. They do this by examining four key measures: information/content, visual appeal, navigation, and speed.
Mercedes-Benz ranks highest among premium manufacturer websites, having scored 757 points. Lexus ranks second with 756 points, and BMW and Infiniti tied for third place with 751 points each. Chevrolet ranks highest among mass market manufacturer websites (758), GMC (744) second, and Jeep (743) third.
The study was fielded in May and included responses from 10,471 new-vehicle shoppers, who plan to shop for a new vehicle within the next 24 months.
