Jaguar Land Rover Tops J.D. Power Sales Service Satisfaction Rankings

In the current automotive market, dominated by "sales volume and price competition," Jaguar Land Rover has demonstrated the value and feasibility of "service competition." Recently, in the 2025 China Sales Service Satisfaction Study conducted by J.D. Power, Jaguar Land Rover achieved the highest score among luxury brands with 775 points (out of a maximum of 1000), setting a new record for luxury brand sales satisfaction scores in the past five years. According to Pan Qing, Global Executive Director and CEO of Jaguar Land Rover China, this recognition reflects consumer affirmation of Jaguar Land Rover and results from close cooperation between the Chinese team and dealer partners. The forward-looking consumption trends and extraordinary innovation vitality in the Chinese market will guide Jaguar Land Rover's global development process. This award not only recognizes Jaguar Land Rover's long-term commitment to high-standard service systems but also provides a reference for how the luxury car market can break through price competition and return to user value. The high score of 775 points has significant value. Firstly, the authority of the scoring agency is notable. Since its establishment in 1968, J.D. Power has become a benchmark for measuring customer satisfaction and product quality in the global automotive industry. Since entering China in 2000, J.D. Power has conducted over 100 studies annually across more than 70 cities, collecting over a million customer feedback responses covering various aspects such as sales service, after-sales service, and new car quality. Secondly, the rigor of the scoring standards is evident. The J.D. Power sales service survey focuses on new car owners of fuel vehicles who have owned their cars for 2-6 months, comprehensively evaluating seven key factors throughout the car buying process, including online experience, pre-visit communication, in-store reception, viewing cars in-store, test driving, transaction process, and delivery process, using a 1000-point scoring system. Notably, Jaguar Land Rover scored 23 points higher than the average score of luxury brands in the "transaction process" factor. Moreover, this is the tenth consecutive year that Jaguar Land Rover has appeared on the J.D. Power list. They also claimed three additional J.D. Power firsts: first place in the China After-Sales Service Satisfaction Study (CSI) for the luxury car market; Range Rover ranked first in the New Car Quality Study (IQS); and Range Rover also topped the Automotive Performance, Execution and Layout Study (APEAL) in the large luxury SUV segment, with the Land Rover Defender following closely behind. In the context of increasingly fierce competition in the luxury car market and ongoing price wars, Jaguar Land Rover's achievement of four firsts highlights its firm commitment to "service as value." Behind this first-place ranking is a systematic transformation centered around the "New Modern Luxury" service philosophy. Since the launch of its global strategy "Reshape the Future" in 2021, Jaguar Land Rover has aimed to become a creator of global new modern luxury and has identified serving users as one of its core competitive strengths. To this end, Jaguar Land Rover has not only upgraded its hardware and showroom image but has also continuously invested in and optimized service details. Targeting the Chinese market, Jaguar Land Rover has integrated the "New Modern Luxury" philosophy into the complete customer journey of branding, products, and services. For instance, they have added and upgraded 21 "New Modern Luxury" showrooms nationwide and enhanced 34 service details throughout the customer journey from arrival to delivery. Additionally, they have upgraded digital services to further enhance user experience, offering services like home test drives, online vehicle inspections, and home deliveries to cater to diverse purchasing methods in the digital age. This shows that Jaguar Land Rover's service goes beyond mere slogans and is integrated into a high-quality standard that is perceivable and verifiable throughout the purchasing process. In fact, compared to simply competing on price and sales volume, "service competition" requires more time and costs, as well as a deep understanding of user needs and a commitment to continuous reform and upgrades. The user-centered service philosophy of Jaguar Land Rover aligns with current trends in the automotive industry. According to research from the Gaishi Automotive Research Institute, luxury car users have increasingly focused on ownership experience in recent years, with rising expectations for service details, technological standards, and brand warmth. Jaguar Land Rover's long-term dedication to service has garnered high customer loyalty and stickiness, with a global customer recommendation rate of 96%, and the vast majority of customers willing to recommend Jaguar Land Rover products to others. Jaguar Land Rover sets a new benchmark for the luxury car industry, emphasizing service as the core of value. However, to firmly establish itself in the increasingly competitive luxury car market, excelling in service alone is not sufficient. Jaguar Land Rover understands that "good service must be supported by good products," and the two must complement each other to form a competitive system of "service value" that breaks through in today's intense competition. Therefore, while continuously optimizing service, Jaguar Land Rover has also increased investment in product strength and brand building, actively engaging in electrification, intelligence, and personalization. In the electrification sector, the Range Rover electric model based on the MLA luxury electrification architecture has seen orders exceed 62,000 units. Additionally, the Land Rover Defender OCTA, the most powerful, versatile, and luxurious Defender model to date, made its Chinese debut in July and is expected to launch in the third quarter of this year, further solidifying its leading position in the 700,000 to 1.5 million RMB SUV market. In brand building, Jaguar Land Rover strengthens emotional connections with consumers through high-end experiential activities such as the "Range Rover Realm" and Land Rover Defender Owner's Conference. Notably, the Range Rover SV Bespoke customization business has sold nearly 800 units in the Chinese market over the past two years, each being a unique "mobile collectible" aimed at meeting the personalized needs of high-end consumers. Furthermore, Jaguar Land Rover quickly responds to market changes to protect consumers. In response to the policy lowering the consumption tax threshold for ultra-luxury cars to 900,000 RMB (excluding VAT), they have introduced a full subsidy policy for luxury car taxes from July 20 to July 31, 2025, effectively reducing the short-term impact of the new policy on consumers. With multiple initiatives supporting good business development this year in the Chinese market, Jaguar Land Rover has achieved three firsts: first in sales in the luxury SUV segment priced above 700,000 RMB; a more than 10% year-on-year increase in Range Rover sales in the first half of the year, leading the luxury SUV market priced above 1 million RMB for 30 consecutive months; and the Land Rover Defender leading the 700,000 to 1 million RMB SUV market. Clearly, the success of a brand cannot be achieved solely through sales competition or price wars. Especially as the entire luxury car market has entered a phase of systematic competition that emphasizes electrification, intelligence, and experience equally. The Gaishi Automotive Research Institute points out that users are increasingly sensitive to consistency and high standards across all aspects of service, product, and experience. Jaguar Land Rover's achievement of 775 points in the J.D. Power sales service satisfaction rankings is a direct reflection of its long-term investments and continuous improvements in service systems, product quality, and user experience under the "New Modern Luxury" philosophy. As the luxury car market transitions from a singular focus on price and product to a comprehensive competition based on value and experience, Jaguar Land Rover provides a reference for breakthrough strategies in the industry: in intense market competition, only through stable and continuous service quality and timely product strength can long-term trust be gained from users, better supporting sustainable brand development and market performance.