Buick Earns Inaugural J.D. Power Total Ownership Experience Award

Buick has won the first-ever J. D. Power Total Ownership Experience Award. The auto brand topped competitors in the mass-market category by getting the best combined score in five J. D. Power studies of consumers.

The award recognizes brands that have been able to satisfy both new car owners and people who visit dealerships in search of new cars. One study affecting the ratings was owner excitement about the vehicle (Automotive Performance, Execution and Layout). The people included in this sample gave opinions about 10 broad vehicle elements: exterior, interior, seats, driveability, storage and room, mileage, visibility and safety, HVAC and audio, communication, entertainment and navigation.

Two other studies examined visitor satisfaction at the car dealership whether a vehicle was purchased or not (Sales Satisfaction Index) and owner and lessee satisfaction about maintenance and repairs at dealer or independent facilities (Customer Service Index). The latter study included vehicles that were from one to five years old. It took into consideration opinions about service initiation, employees at the service desk, the service facility, vehicle pickup and service quality.

The fourth area for study was Vehicle Dependability, which summarized problems drivers had in the first 12 months of ownership. Initial Quality Study, the final category, identified mechanical, design and quality issues that people experienced within 90 days of owning a new car. The intent of this data is to give feedback to automakers and dealers about design and performance troubles that need a boost.

Headquartered in Costa Mesa, California, J. D. Power is a global marketing information firm that conducts consumer and buyer surveys. It was founded in 1968 with a focus on the automotive industry. Doug Betts, its senior vice president of Global Automotive, said that getting high scores for this award is an indication that a brand and its dealers are in a position to get repeat customers and position the brand for more success.

While Buick won this award in the category for mass-market vehicles, Porsche won in the luxury-vehicle category. In the past five years, Buick’s sales have grown 8.4 percent. Duncan Aldred, vice president Global Buick and GMC, said that although Buick aims to be innovative, it keeps its eye on safety and quality.

Buick had the top score in last year’s J.D. Power Sales Satisfaction Survey and Customer Service Index. In 2016, it was the first American brand to break into the top three of Consumer Reports’ reliability ratings.