The customer experience matters
Automakers work hard to keep customers coming back, and increasing competition is only making that job much more difficult. Some brands are better at retaining customers than others. J.D. Power’s 2020 US Automotive Brand Loyalty Study for new cars, released this week, shows which automakers succeed in customer loyalty, and which ones have work to do.
Lexus tops the study for luxury brands with a 48 percent of customers returning to the brand. That’s followed closely by Mercedes at 47.8 percent with BMW, Porsche, and Audi trailing at 45.1 percent, 44.9 percent, and 43.4 percent, respectively. Those automakers squash brands such as Jaguar (20.7 percent), Infiniti (27.7 percent), and Maserati (28.7 percent). For US brands, Lincoln bested Cadillac 37 percent to 33.8 percent.
How Automakers Stack Up:
Mass market automakers that see a high percentage of returning customers include Subaru, Toyota, and Honda. The three