DETROIT -- Jaguar earned top honors in the annual J.D. Power and Associates Sales Satisfaction Index -- the fifth time in six years the luxury brand has taken the top spot in the influential survey.
The index, released Tuesday, measures how satisfied customers in the United States are with their buying experience based on five sales-process factors.
Jaguar, which Ford Motor Co. sold to Tata Motors Ltd. last year along with Land Rover for $2.3 billion, finished with a score of 898. The brand scored well in the salesperson and paperwork/finance process factors, J.D. Power said.
Ford's U.S.-only Mercury brand scored the best for sales satisfaction among mass-market brands, in a new category J.D. Power created to make comparisons among brands more equitable. Although 13 luxury brands scored higher on average than 24 mass-market brands -- 864 to 832 on Power's 1,000-point scale -- the ranges overlapped considerably.
“Five of the top 10 are nonluxury brands this year,” said Jon Osborn, research director for J.D. Power.
Bad news for Audi
Rounding out the top five luxury brands -- which have both the highest overall scores and are the only ones above the study's luxury average -- were Cadillac, Lexus, Mercedes-Benz and Land Rover. Audi, at 828 points, finished last among the luxury brands and was the only brand in that category with a score below the mass-market average.
Among the mass-market brands, leader Mercury was followed closely by Smart, Buick, Pontiac and Chevrolet. Mini jumped 49 points and 16 positions to finish No. 6 among mass-market brands, Osborn said.
The bottom five included Mitsubishi, Jeep, Dodge, Mazda and Nissan.
Chrissie Thompson contributed to this report