Tesla takes second spot in JD Power’s customer website satisfaction study

Electric vehicle giant Tesla secured the second spot in a customer website satisfaction study conducted by American data analytics firm JD Power. This significant feat demonstrates customers’ preference for automakers with EV offerings.

2024 Winter US Manufacturer Website Evaluation Study

JD Power officially published its latest 2024 Winter US Manufacturer Website Evaluation Study on January 9. Interestingly, this latest edition revealed an increase in web page satisfaction among prospective electric vehicle buyers since the prior one.

Furthermore, it showed that customers experienced higher website satisfaction from automakers with an enormous electric vehicle lineup. It is also worth noting that overall customer website satisfaction has remained unchanged since the previous edition.

“Previously, car manufacturers had difficulties showcasing the technological specifications for their EVs in an easily digestible way for shoppers. 

Now, the tide has turned as the EV shopping experience has been elevated. Looking ahead, manufacturers that evenly distribute the focus and updates across all vehicle types will see higher satisfaction with vehicle shoppers.”

Eric McCready, JD Power director of digital solutions

JD Power included 12,481 respondents for the study. The data collection transpired from October to December 2023. According to the American data analytics firm, the study employed the following four key metrics:

1. Information/Content
2. Visual Appeal
3. Navigation
4. Speed

Customer website satisfaction rankings

Presented below are JD Power’s customer website satisfaction rankings from the premium and mass-market segments:

Premium segment

As mentioned, Tesla landed second spot in the premium segment’s highest-ranked web experiences. Interestingly, German luxury automaker Mercedes-Benz managed to beat the Musk-led company in this particular ranking. Refer to the table below:

Mass-market segment

As for the mass-market segment, Hyundai ranked first in the overall customer satisfaction index ranking. GMC and Kia tied in second place with 727 points. Ram (720) and Jeep (717) completed the top five. Here are the rankings:

Tesla’s advancement to the second spot in JD Power’s customer website satisfaction rankings is unsurprising, considering that it pioneered an online sales strategy in the electric vehicle industry. It prompted other major players to use the same sales model, including Ford, Volvo, and Volkswagen, among others.