Japan Sales Satisfaction Index (SSI) Study

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Japan Sales Satisfaction Index (SSI) Study provides the insight automotive dealerships need to understand the market dynamics necessary to help capture and retain more new car buyers. This study offers a complete perspective on sales and delivery process, analyzing customers’ satisfaction with the pre-sales, sales and delivery experience.

Study Features and Benefits

The study provides an overall customer satisfaction index score based on four factors: 

  • Salesperson
  • Working out the deal
  • Facility
  • Delivery

The study surveys new-vehicle buyers two to eight months after purchase and quantifies their satisfaction levels with the dealership at the time of purchase. In addition, the study examines owners’ expectations of the sales process and the extent to which their expectations were satisfied, and also provides insights for implementation of effective customer satisfaction improvement activities.