“Automakers are really focused on customer retention, as evidenced by payment plans and incentives they’ve offered since the COVID-19 pandemic broke out,” he said. “Many have gone above and beyond to offer customers financial assistance during a period of economic uncertainty, which does a lot to bolster consumer confidence in their chosen brand and repurchase it in the future.”
Subaru again earned strong loyalty scores despite low quality scores in other surveys. Last year, Subaru ranked in the bottom tier of J.D. Power’s Initial Quality Study with 113 problems per 100 vehicles. This year, it remained near the bottom of the list with 187 problems per 100 vehicles.
Aside from Ram, Ford and Chevrolet, which held its No. 7 spot, other domestic automakers on the list included Buick at 27.5 percent and Dodge at 17.8 percent.
