Press release

Manufacturers Look to Evolve Auto Shopping Experience with Enhanced Digital Features

Sponsored by Businesswire

The J.D. Power 2020 Manufacturer Website Evaluation StudySM—Winter
is a semiannual study that measures the usefulness of automotive
manufacturer websites during the process of shopping for a new vehicle
by examining four key measures (in order of importance):
information/content; appearance; navigation; and speed.

This press release features multimedia. View the full release here:

(Graphic: Business Wire)

(Graphic: Business Wire)

“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.”

This year’s study finds 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 and Mitsubishi (848) is the
highest-ranked mass market brand.

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 fielded in November 2019.

For more information about the Manufacturer Website Evaluation Study,SM

See the online press release at

J.D. Power is a global leader in consumer insights, advisory
services and data and analytics. These capabilities enable J.D. Power to
help its clients drive customer satisfaction, growth and profitability.
Established in 1968, J.D. Power has offices serving North America, Asia
Pacific and Europe.

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