Consumer Insights: Ranking the Best and Worst Automaker Websites in 2024
Automotive journalists often navigate automaker websites daily, granting them a unique lens through which they assess their functionality. However, the average car shopper may see things quite differently. To understand the broader consumer perspective, J.D. Power conducted the 2024 U.S. Manufacturer Ratings Study, focusing on various facets including information/content, visual appeal, navigation, and speed.
Premium Brands: Leaderboard and Laggers
Mercedes-Benz secured the top spot among premium brands with an impressive score of 757 out of 1,000. Close on its heels was Lexus, scoring a commendable 756. BMW and Infiniti found themselves in a tie for third place with 751 each.
On the other end of the spectrum, some premium brands did not fare as well. Acura, Jaguar, and Maserati were at the bottom of the list, with scores of 724, 720, and 708, respectively. Given that the luxury segment average was 739, these brands fell noticeably short of consumer expectations.
Mass-Market Brands: Consumer Favorites and Stragglers
In the mass-market segment, Chevrolet emerged victorious with a score of 758. Not far behind was GMC, almost mirroring Chevrolet with a score of 744. Jeep garnered the third position with a score of 743.
However, not all mass-market brands managed to impress. Ford, Mini, and Mitsubishi languished at the bottom with scores of 701, 700, and 685, respectively. Such dismal ratings were below the average, indicating substantial room for improvement.
Methodology and Insights
The study collected data from 10,471 new car buyers who indicated plans to purchase a vehicle within the next two years. Conducted in May 2024, the survey provided a snapshot of consumer sentiment at that time. It’s crucial to note that since automakers often update their websites, these rankings could vary significantly in future assessments.
Differentiating Automaker and Dealership Websites
It’s vital for consumers to understand that the study focused on automaker websites, not those run by dealerships. Franchise dealers operate within a framework provided by an approved list of website providers and dealer management systems. Consequently, a frustrating experience on a dealership’s website may not reflect on the automaker itself.
Conclusion
The 2024 J.D. Power study offers a comprehensive look at how consumers interact with and rate automaker websites. Whether you’re in the market for a luxury vehicle or a more affordable mass-market option, these ratings provide valuable insights. As automakers continue to tweak and refine their online presence, it will be intriguing to see how these scores evolve.
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Lawrence Jacobs, Editor of Automotive.fyi
8 Comments
mercedes benz wins again! always knew they were the best. acura & jaguar need to step up! lol
of course mercedes is the best, they got all that $$$ for websites, others just cheap
i can’t even find stuff on jaguar’s site, good call!
This study is usless. Who cares about websites? I just want a good car.
Chevy at the top? No way man, their website always lags on my phone. Must be rigged lol
Wow, suprised to see GMC up there. I thought their site was terrible.
Agree, GMC takes forever to load images, mad annoying
Lexus just can’t catch a break, always in Benz shadow. But hey, close is good right?