Mercedes comes first among premium manufacturers in the J.D. Power customer satisfaction index, while Hyundai dominates the mainstream automakers chart
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Those in the market for a new vehicle prefer browsing the websites of automakers who offer a wider selection of EVs. According to the latest J.D. Power Manufacturer Website Evaluation Study for Winter 2024, Mercedes-Benz and Hyundai are the top performers among the premium and mainstream brands respectively, benefiting from their continuously expanding portfolios of zero-emission vehicles.
J.D. Power’s semiannual Manufacturer Website Evaluation Study measures customer satisfaction in the US, by examining four key measures – information/content, visual appeal, navigation, and speed. The results are based on responses from 12,481 individuals who will be in the market for a new vehicle sometime in the next 24 months. The latest Winter 2024 study took place between October and December 2023.
Compared to the previous Summer 2023 study, overall satisfaction remains flat. However, EV buyers show increased levels of satisfaction. Interestingly, five out of six automakers that showed “significant increases” have a larger EV portfolio.
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J.D. Power
As you can see on the above charts, the first three spots among premium manufacturers are occupied by Mercedes (751), Tesla (749), and Cadillac (737). In the mainstream manufacturer rankings, the winners are Hyundai (728), GMC (727), and Kia (727).
Among the top performers, Mercedes and Tesla offer the widest range of EVs with five models each, while Cadillac, Hyundai, and Kia have three. GMC is an exception to the rule as its zero-emission offerings are currently limited to the Hummer EV (Pickup and SUV) plus the upcoming Sierra EV Denali.
Eric McCready, director of digital solutions at J.D. Power said that automakers used to have difficulties in “showcasing the technological specifications for their EVs in an easily digestible way for shoppers”. Thankfully, this seems to have changed, elevating the “shopping experience” for prospective EV buyers. McCready also added that in the future, companies who “evenly distribute the focus and updates across all vehicle types will see higher satisfaction with vehicle shoppers”.
