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J.D. Power Automotive Website Evaluation Study

Automotive Website Evaluation Study
Cross Device (AWESxD) - Mobile Website (2017)

J.D. Power Finds that Delivering Great Content is Key No Matter What Device Consumers Use... 

AWARD RECIPIENT:  Kelley Blue Book

  • Cars.com Ranks Highest in Overall Desktop Website Satisfaction 
  • Kelley Blue Book Ranks Highest in Overall Mobile Website Satisfaction

    

RATINGS FACTORS
Overall Satisfaction
Information/ Content
Navigation
Appearance
Speed
AWARD RECIPIENT: Kelley Blue Book rating rating rating rating rating
CarGurus rating rating rating rating rating
The Car Connection rating rating rating rating rating
U.S. News Best Cars rating rating rating rating rating
Car and Driver rating rating rating rating rating
Cars.com rating rating rating rating rating
Motor Trend rating rating rating rating rating
TrueCar rating rating rating rating rating
Edmunds.com rating rating rating rating rating
Autobytel rating rating rating rating rating
Autotrader rating rating rating rating rating
Carfax rating rating rating rating rating
Car.com rating rating rating rating rating
NADAguides rating rating rating rating rating
CarsDirect.com rating rating rating rating rating
Autoguide rating rating rating rating rating
Carsforsale.com rating rating rating rating rating
Autoblog rating rating rating rating rating
eBay Motors rating rating rating rating rating

Power Circle Scoring Legend*:

  • AMONG THE BEST       rating   
  • BETTER THAN MOST   rating   
  • ABOUT AVERAGE        rating   
  • THE REST                    rating   
*Please note that JDPower.com Power Circle Ratings may not include all information used to determine J.D. Power awards. Learn more about how J.D. Power Ratings are calculated

           

Each automotive third-party website has its own individual strengths and weaknesses when delivering content across device platforms, according to the J.D. Power 2017 U.S. Automotive Website Evaluation Study Cross-Device.SM

The redesigned study concurrently evaluates automotive third-party websites from two perspectives across multiple platforms (desktop/mobile): overall site function and the importance of various site features to online shoppers. This study examines which current site functions and designs are most effective in helping shoppers narrow their consideration set and increasing their likelihood to recommend and return to the website.

“Over the past five years, we’ve seen an explosion of innovation that has been employed by third-party automotive sites, among others, to guide automotive shoppers through the process,” said Thomas King, vice president of PIN OEM operations, media & marketing at J.D. Power. “However, in the end, it always comes back to content and we have found that the top-performing sites are better at delivering key information on different devices.”

In order to maximize website update efforts and reduce development costs, automotive brands need an understanding of what drives satisfaction with third-party sites and ultimately increases return visits and advocacy, and must look to the top performers to understand what sets them apart.  Cars.com and Kelley Blue Book, which are the top-ranking brands in desktop and mobile satisfaction, offer a great experience in key ways.

Cars.com offers shoppers very detailed vehicle feature and specification information in an intuitive way to access information. Additionally, Cars.com offers a wealth of other tools to help shoppers choose the right vehicle, including multiple financial calculators, inventory search and consumer/expert and dealer reviews.

Kelley Blue Book consistently offers intuitive dealer locator and inventory search tools that are critical to mobile shoppers, particularly those who are actively shopping.  Furthermore, the site offers platform-appropriate content such as 360 exterior/interior viewers to help shoppers understand the vehicles inside and out.

                

Study Rankings

Desktop and mobile rankings (separately awarded) are based on the combined index scores of the four measures that comprise the overall website experience: navigation; appearance; information/content; and speed. Satisfaction is based on a 1,000-point scale.

DESKTOP RANKINGS:

  1. Cars.com ranks highest for third-party desktop sites (798),
  2. Edmunds.com (797) desktop
  3. Carfax (785) desktop

MOBILE RANKINGS:

  1. Kelly Blue Book ranks highest for 3rd party mobile sites (794)
  2. CarGurus (790) mobile
  3. The Car Connection (782) mobile
  4. U.S. News Best Cars (782) mobile

Additional key findings of the 2017 study include:

  • The study finds that 76% of highly satisfied shoppers (overall satisfaction scores of 901 or higher) using third-party websites say they “definitely will” return to the website in the future, and 75% say they “definitely will” recommend the site, while only 3% of displeased shoppers (scores of 500 or less) say they “definitely will” return and only 2% say they “definitely will” recommend.
      
  • Among the four main measures (navigation, appearance, information/content, speed), website satisfaction is lowest for navigation. Shoppers using a desktop computer (762) have a significantly better experience when navigating automotive websites, compared to mobile users (754)
      
  • Across all measure and attributes, those shopping for new vehicles have a more satisfying experience than used/certified pre-owned vehicle shoppers (773 vs. 755, respectively). The largest gap is for vehicle pricing information (754 vs. 726, respectively).

About the Study

The 2017 Automotive Website Evaluation Study Cross-Device is based on 8,525 evaluations of automotive manufacturer websites by new- and used-vehicle shoppers who indicate they will be in the market for a vehicle within the next 24 months, with 4,259 being desktop evaluations and 4,266 being mobile evaluations. The study was fielded in January 2017.

Websites evaluated in the study were selected based on meeting the following criteria: must be an automotive third-party site; have the ability for consumers to shop for both new and used vehicles; and be among the most frequently visited sites based on behavioral data.

For more information about the 2017 U.S. Automotive Website Evaluation Study Cross-Device, visit http://www.jdpower.com/resource/us-automotive-website-evaluation-st....

  

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. 

Media Relations Contacts

Geno Effler; West Coast; 714-621-6224; media.relations@jdpa.com(link sends e-mail)

Shane Smith; East Coast; 424-903-3665; ssmith@pacificcommunicationsgroup.com(link sends e-mail)

J.D. Power Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

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Tags: Automotive, J.D. Power, Study, Website Evaluation

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