JLR / OWNER SURVEYS
Owner surveys: Jaguar, Evoque and three different measures of satisfaction
The UK ownership study, US APEAL survey and UK dealer results answered different questions.
UK VOSS / US APEAL / DEALERS
Three 2012 survey announcements placed Jaguar and Land Rover in distinct contexts. They concerned ownership in Britain, the appeal of new vehicles in America and the experience of visiting a British dealer.
31 May: UK ownership satisfaction
Jaguar led the J.D. Power/What Car? UK Vehicle Ownership Satisfaction Study. Nearly 18,000 respondents assessed cars after an average two years of ownership; XF placed second overall among models. The survey included design, comfort, ownership costs and service as well as quality.
25 July: US APEAL
Jaguar ranked second among 34 brands, Land Rover tied for sixth, and Evoque led the Entry Premium Crossover SUV segment. XJ ranked second in its large premium category. APEAL considered how rewarding a new car was to own and drive, rather than measuring the lifetime failure rate of used cars.
23 August: dealer visits in Britain
Jaguar’s dealer network scored 86.1%, ahead of Land Rover’s 80.0% and a 78.5% industry average. Nearly 15,000 owners who had used a service department during the preceding year contributed to this dealer assessment.
Keep market, age and question together
These results should not be merged into a claim that every Jaguar was more reliable than every competitor. Satisfaction depends on the question and the group responding. When choosing a used car, service records, condition and vehicle-specific checks answer questions that a historical brand average cannot.
Historical reference summary. Dates and assessment methods belong to the named events.