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COMING SOON! 2015 Australia Sales Satisfaction Index Study

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2016 Australia Sales Satisfaction Index Study

The J.D. Power 2016 Sales Satisfaction Index (SSI) StudySM provides a measurement of Voice of Customer during the first 1-6 months of ownership to analyse customer’s satisfaction with the pre-sales, sales and delivery experience. The study will examine six factors that contribute to the overall satisfaction with the sales experience. The study findings analyse the gaps in processes that define the dealer sales experience. Highest ranked nameplates in the Mass Market (non-premium) and Luxury segments will be eligible for a SSI award trophy.

Factors examined in the study are:

  • Deal
  • Salesperson
  • Sales Initiation
  • Delivery Timing
  • Dealership Facility
  • Delivery Process

Research Methodology

Interviews will be conducted from March to May 2016 using an online panel. Survey area includes South Australia, Western Australia, New South Wales, Victoria, Queensland, Australian Capital Territory, Tasmania, and Northern Territory. New car owners who had their vehicles delivered in the past 1-6 months (September 2015 - April 2016) will be included. 

The study covers around 3,400 interviews of Mass Market and Luxury segment vehicle owners across a nationally representative sample.

Study Features and Benefits

  • Executive Summary — Highlights top-level findings, including competitive analysis of customer satisfaction levels, operational performance metrics, as well as customer advocacy and retention rates.
  • Detailed Findings — In-depth written analysis covering the key drivers of customer satisfaction, brand performance on all satisfaction factors, as well as sales standards implementation rates.

                      Nameplate Summary — Highlights of performance indicators in a complete and easy-to-understand overview featuring numerous charts and graphs.
                      Performance Analysis — Displays the attribute ratings and diagnostic mean scores and frequencies, allowing users to select up to four different automotive brands for side-by-side comparisons.

  • Study Design Overview — A summary of methodological parameters and details of the study.
  • Study Questionnaire — A copy of the 2016 Australia Sales Satisfaction Index Study survey is included.
  • Management Report — An executive presentation summarises company results against those of key competitors.

Benefits of subscribing to the Study

  • Nameplates receive an accurate measure of customers’ satisfaction levels with brands and dealer sales network, across the industry
  • Clear understanding of the drivers of customer satisfaction that influence customer advocacy and loyalty to the dealership and brand
  • Specific strengths and weaknesses of dealer performance and identifying KPIs that capture the Voice of Customer
  • Actionable insights that deliver competitive advantages 
  • Determine changing and varying customer expectations across industry and geography


Loi Truong
Senior Country Manager

McGraw-Hill Financial
Level 45, 120 Collins Street
VIC 3000

+61 (0)3 9631 2031 Tel

Regional Practice

Dr. Gordon Shields

J.D. Power Asia Pacific
8 Shenton Way #44-02/03/04
Singapore 068811

+65.6597 6131 Tel +65.6733 1861 Fax


XingTi Liu
Manager, Corp. Comm.

J.D. Power Asia Pacific
8 Shenton Way #44-02/03/04
Singapore 068811

+65.6733 8980 Tel +65.6733.1861 Fax

J.D. Power is relied on as a trusted advisor for deep expertise in the industries we serve, advanced research science to drive insights, and a proven success record for driving results.