Now in its ninth year, the study said buyers tend to set even higher standards during an economic downturn. It measures new-vehicle owner satisfaction with sales and delivery experience and examines seven key factors that contribute to overall satisfaction. In order of importance, these factors are delivery process; delivery timing; salesperson; paperwork; deal; sales initiation; and dealer facility.

Mitsubishi ranks highest with a score of 841 on a 1,000-point scale, performing particularly well in the delivery process factor. Honda and Mazda, respectively, follow in the rankings, with both brands improving from 2008. Other brands performing above industry average are Chevrolet, Kia and Toyota. Overall industry satisfaction in 2009 averages 833, a 10-point decline from 2008. The factors with the largest declines from 2008 are delivery timing (down 14 points) and delivery process (down 13 points)

The study finds that despite an overall reduction in delivery timing down to an average of four days from 4.9 days in 2008, customers who say delivery timing is “about as expected” receive their vehicles in 3.9 days, compared with 5.4  days in 2008. Similarly, customers who receive their vehicles is “worse than expected”. This measure was considerably longer in 2008- an average of 13.7 days.