Satisfaction with new-car buying has crept up despite inflation, but dealers can make minor tweaks to their sales processes to boost it further, according to results of a J.D. Power poll.
The research, conducted this past summer based on spring sales, also found that more than a third of buyers pulled the trigger sooner than planned to get ahead of tariff-pumped prices.
Nearly 33,000 consumers responded to the 40th annual poll, which saw overall satisfaction rise one point to 802 on a 1,000-point scale. The survey unearthed several ways dealers can take it higher:
Though 28% of respondents said they didn’t get as much for their trade-ins as they anticipated, when the dealer clearly explained the reasons for the trade-in value, the overall satisfaction with the buying process averages a score of 800, versus 672 when no justification is provided.
Similarly, 22% of buyers said they wanted a second run-through of vehicle features and controls several weeks after delivery, whether by phone, store visit or online, but 53% say that didn’t happen. J.D. Power points out that the seemingly minor touch would make a big difference in loyalty and future service business.
As Trump administration tariffs – whose application the Supreme Court is deliberating this week – stood to raise car prices when respondents bought their cars, many consumers acted fast, especially for imports. Of those dodging tariff inflation, 87% said they acted earlier than originally intended.
“Satisfaction among buyers has been gradually improving over the years, including a modest increase in 2025 despite the added uncertainties that tariffs bring,” said J.D. Power automotive retail executive Stewart Stropp.
“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 …”
On the brand level, Porsche leads luxury carmakers on satisfaction and premium car and SUV for the third straight year. It scored 855 on overall satisfaction, followed by Land Rover at 838 and Infiniti at 835.
Buick tops mass-market brands at 827, plus taking the segment’s highest SUV score. Subaru is second at 823 and Chevrolet third at 821, in addition to the highest segment truck score. Mazda claimed the highest mass-market car satisfaction.
