The J.D. Power 2025 U.S. Sales Satisfaction Index (SSI) StudySM released today notes that despite the market shifts, overall customer satisfaction with the vehicle purchase experience increased by 1 point this year to 802 (on a 1000-point scale).*
“Satisfaction among buyers has been gradually improving over the years, including a modest increase in 2025 despite the added uncertainties that tariffs bring.” said Stewart Stropp, vice president of automotive retail at J.D. Power. “However, even in a challenging market, the fundamentals of satisfaction haven’t changed. Dealers who stay transparent during the deal, take time to educate buyers on their vehicle’s features, and maintain that connection after delivery are the ones poised to boost buyer satisfaction, ultimately leading to better customer retention and business growth.”** Continue reading












Annals of Marketing – Ford Signature 2.0 Debuts
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Ford Motor Company (NYSE: F) said today that its New Retail Experience – dubbed Ford Signature 2.0 – is designed to deliver an enhanced customer journey.*
“Today, we’re introducing a new, unified global retail experience, developed with Ford dealers around the world, to meet these needs,” said Elena Ford, chief customer experience officer at Ford Motor Company. “This approach offers seamless options, whether you prefer browsing online or a hands-on dealership visit, ensuring each step of your journey with Ford is effortless – from considering a vehicle to every service appointment thereafter. Like always, we’re putting our customers at the heart of everything with this experience. We’ve created the new design standard, Ford Signature 2.0, with our global dealers, building on years of learnings and pairing behavioral science with human-centered design to foster lasting relationships.” Continue reading →