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The J.D. Power 2020 Manufacturer Website Evaluation Study claims that overall satisfaction averages 834 (on a 1,000-point scale) for the luxury segment, while the mass market segment averages 826.
- Land Rover (864) ranked highest in the luxury manufacturer brand segment
- Mitsubishi (848) is the highest-ranked mass market brand.
Manufacturer websites are rated during the process of shopping for a new vehicle by examining four key measures (in order of importance): information/content; appearance; navigation; and speed.
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“This year’s study was redesigned to underscore several recent trends seen in automotive vehicle manufacturer websites,” said Jon Sundberg, senior manager of digital solutions at J.D. Power. “We’ve taken note of the digital advancements OEM websites are implementing to evolve the automotive shopping experience.
“Items like personalization, customization and digital retailing are being implemented or are on the digital road map for many OEM sites, and we wanted to ensure the customer has a voice in these areas. We’ve even added self-guided videos and transcripts of shoppers using OEM websites to give further context to the shopping experience.”
The Manufacturer Website Evaluation Study, initially released in 1999, is based on responses from 10,031 new vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was run in November 2019.
About Ken Zino
Ken Zino, editor and publisher of AutoInformed, is a versatile auto industry participant with global experience spanning decades in print and broadcast journalism, as well as social media. He has automobile testing, marketing, public relations and communications experience. He is past president of The International Motor Press Assn, the Detroit Press Club, founding member and first President of the Automotive Press Assn. He is a member of APA, IMPA and the Midwest Automotive Press Assn.
He also brings an historical perspective while citing their contemporary relevance of the work of legendary auto writers such as Ken Purdy, Jim Dunne or Jerry Flint, or writers such as Red Smith, Mark Twain, Thomas Jefferson – all to bring perspective to a chaotic automotive universe.
Above all, decades after he first drove a car, Zino still revels in the sound of the exhaust as the throttle is blipped during a downshift and the driver’s rush that occurs when the entry, apex and exit points of a turn are smoothly and swiftly crossed. It’s the beginning of a perfect lap.
AutoInformed has an editorial philosophy that loves transportation machines of all kinds while promoting critical thinking about the future use of cars and trucks.
Zino builds AutoInformed from his background in automotive journalism starting at Hearst Publishing in New York City on Motor and MotorTech Magazines and car testing where he reviewed hundreds of vehicles in his decade-long stint as the Detroit Bureau Chief of Road & Track magazine. Zino has also worked in Europe, and Asia – now the largest automotive market in the world with China at its center.
Land Rover, Mitsubishi Top 2020 Maker Website Ratings
Click to Enlarge.
The J.D. Power 2020 Manufacturer Website Evaluation Study claims that overall satisfaction averages 834 (on a 1,000-point scale) for the luxury segment, while the mass market segment averages 826.
Manufacturer websites are rated during the process of shopping for a new vehicle by examining four key measures (in order of importance): information/content; appearance; navigation; and speed.
Click to Enlarge.
“This year’s study was redesigned to underscore several recent trends seen in automotive vehicle manufacturer websites,” said Jon Sundberg, senior manager of digital solutions at J.D. Power. “We’ve taken note of the digital advancements OEM websites are implementing to evolve the automotive shopping experience.
“Items like personalization, customization and digital retailing are being implemented or are on the digital road map for many OEM sites, and we wanted to ensure the customer has a voice in these areas. We’ve even added self-guided videos and transcripts of shoppers using OEM websites to give further context to the shopping experience.”
The Manufacturer Website Evaluation Study, initially released in 1999, is based on responses from 10,031 new vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was run in November 2019.
About Ken Zino
Ken Zino, editor and publisher of AutoInformed, is a versatile auto industry participant with global experience spanning decades in print and broadcast journalism, as well as social media. He has automobile testing, marketing, public relations and communications experience. He is past president of The International Motor Press Assn, the Detroit Press Club, founding member and first President of the Automotive Press Assn. He is a member of APA, IMPA and the Midwest Automotive Press Assn. He also brings an historical perspective while citing their contemporary relevance of the work of legendary auto writers such as Ken Purdy, Jim Dunne or Jerry Flint, or writers such as Red Smith, Mark Twain, Thomas Jefferson – all to bring perspective to a chaotic automotive universe. Above all, decades after he first drove a car, Zino still revels in the sound of the exhaust as the throttle is blipped during a downshift and the driver’s rush that occurs when the entry, apex and exit points of a turn are smoothly and swiftly crossed. It’s the beginning of a perfect lap. AutoInformed has an editorial philosophy that loves transportation machines of all kinds while promoting critical thinking about the future use of cars and trucks. Zino builds AutoInformed from his background in automotive journalism starting at Hearst Publishing in New York City on Motor and MotorTech Magazines and car testing where he reviewed hundreds of vehicles in his decade-long stint as the Detroit Bureau Chief of Road & Track magazine. Zino has also worked in Europe, and Asia – now the largest automotive market in the world with China at its center.