Nissan's Increased Customer Focus Leads to Higher Satisfaction Scores

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NASHVILLE, Tenn. – Nissan’s ongoing focus on improving customer satisfaction is paying off, as indicated by the brand’s performance in the J.D. Power Sales Satisfaction Index (SSI) Study, released this week. Nissan ranks 10th in sales satisfaction among mass market brands. Nissan’s improvement again outpaced the improvement industry average, rising 16 index points and four rank positions among mass market brands in the latest study. This marks the third consecutive year of gains by Nissan, with a total increase of 63 index points over the period.

The annual J.D. Power SSI study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction throughout the shopping and buying process.

Leon Dorssers, Nissan’s chief customer officer and vice president, Customer Quality and Dealer Network Development, said: “In order to meet our growth targets in the U.S., it is imperative that Nissan and our dealers offer both great vehicles and a great experience for our customers. Our rapid improvements in the J.D. Power SSI study show that our efforts to that end are paying off, and we remain fully committed to becoming one of the industry leaders.”

Beginning in 2011, Nissan and its dealers accelerated customer satisfaction-focused efforts, including the launch of the Nissan Customer Promise, a set of commitments to provide a fair, honest and customer-friendly environment for purchasing and owning a Nissan vehicle. In 2012, the company formed a customer experience task force and appointed Dorssers as its first chief customer officer. This task force prioritizes projects designed to enhance the customer's interaction with the company throughout the shopping, purchase and ownership experience.

A combination of all-new, core products such as Altima, Sentra, Pathfinder and Versa Note along with this intense focus on improving customer satisfaction has yielded strong sales results. Nissan sales in 2012 increased by 8.2 percent over the prior year, while 2013 sales through October are up 11 percent. In fact, sales in the first 10 months of 2013 nearly exceeded the total for all of 2011.

About Nissan North America
In North America, Nissan's operations include automotive styling, engineering, consumer and corporate financing, sales and marketing, distribution and manufacturing. Nissan is dedicated to improving the environment under the Nissan Green Program and has been recognized as an ENERGY STAR® Partner of the Year in 2010, 2011, 2012 and 2013 by the U.S Environmental Protection Agency. More information on Nissan in North America and the complete line of Nissan and Infiniti vehicles can be found online at and, or visit the Americas media sites and

About Nissan
Nissan Motor Co., Ltd., Japan's second-largest automotive company, is headquartered in Yokohama, Japan, and is part of the Renault-Nissan Alliance. Operating with more than 236,000 employees globally, Nissan sold more than 4.9 million vehicles and generated revenue of 9.6 trillion yen (USD 116.16 billion) in fiscal 2012. Nissan delivers a comprehensive range of over 60 models under the Nissan and Infiniti brands. In 2010, Nissan introduced the Nissan LEAF, and continues to lead in zero-emission mobility. The LEAF, the first mass-market, pure-electric vehicle launched globally, is now the best-selling EV in history.

For more information on our products, services and commitment to sustainable mobility, visit our website at


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Brian Brockman
Nissan Corporate Communications





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Issued by Nissan