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Subaru Vs. Toyota - New Car Buyers Say Subaru’s Sales Process Is Far Better Than Toyota, Which Ranked Near Last

How is Subaru doing with customer satisfaction? Buyers of the Crosstrek, Forester, Outback, and other new models score higher on Subaru than last year. Check out all the car brands' scores and learn how Subaru compares with Toyota.

How satisfied are Subaru customers with their vehicle purchases? 

I delve into Subaru's performance in the J.D. Power U.S. Sales Satisfaction Index (SSI) every year. It's beneficial for customers to see the brand's evolution. Last year, Subaru secured the fifth spot among mainstream car brands, offering a commendable customer experience. This year, they've shown significant improvement. 

Here's what it means for customers. 

In the J.D. Power 2024 SSI study, Subaru improved, moving two spots to become the third-best car brand. Subaru customers now rate their experience higher than fifteen other mainstream car brands. Check out the best brands, and then I'll explain why Subaru moved up and how they compare with Toyota, the top-selling automaker in the world. 

J.D. Power says, "Customer satisfaction with the vehicle purchase process continues to rise as new-vehicle inventory and pricing improve year over year."

However, not all car brands are riding the wave up.

The 5 Best Mainstream car brands in customer satisfaction. 

  • Mini - 829 
  • Buick - 827 
  • Subaru - 825
  • Nissan - 821
  • GMC - 816 

How satisfied are Subaru customers with their vehicle purchases compared with Toyota customers?

The average score among all mainstream car brands is 798 points. Subaru ranked ahead of its rival brands again:

  • Nissan - 821
  • Mazda - 795
  • Honda - 794
  • Hyundai - 790 
  • Kia - 784
  • Toyota - 777

Toyota ranks third from the bottom, with only Mitsubishi (776) and Chrysler (768) scoring lower. 

What does it mean for new model shoppers?

The study measures satisfaction with the sales experience among new-vehicle buyers and rejecters (those who shop at a dealership and purchase elsewhere). 

This year, J.D. Power found overall customer satisfaction with the vehicle purchase experience increased to 801 (mainstream and luxury brands) on a 1,000-point scale) up from 793 a year ago.

"In 2023, improvements in new-vehicle inventory and pricing moved customer satisfaction in an upward trajectory from the lows of 2022, and that's apparent again this year," said Stewart Stropp, vice president of automotive retail at J.D. Power. 

"It marks a return to form. As shoppers see a wider variety of vehicles to choose from, pricing becomes more competitive across the market. But this year's study shows satisfaction with other parts of the sales experience has not improved nearly as much. Plenty of opportunity remains to optimize the path to purchase."

J.D. Power says the percentage of buyers paying above the manufacturer's suggested retail price (MSRP) declined considerably: With replenished inventory, buyers rarely pay more than the suggested retail price for vehicles. Among mainstream brand car buyers, only 8% paid more than MSRP—an appreciable decrease from 15% a year ago.

What's more, some Subaru buyers are even paying less than the manufacturer's suggested retail price (MSRP), making Subaru's customers feel like they have an even better deal. 

Two recent Consumer Reports (by subscription) studies say customers pay under MSRP for the Subaru Crosstrek, Forester, and Impreza. Check out my report here for more information. 

Consumer Reports says, "We ranked the vehicles by how good a deal they are, relative to the manufacturer's suggested retail price (MSRP), by using the percentage of savings from the sticker price."

2024 Subaru Crosstrek Premium AWD

  • MSRP: $26,345
  • Average spent under MSRP: $327
  • Average transaction price: $26,018

2024 Subaru Forester Premium

  • MSRP: $30,295
  • Average spent under MSRP: $479
  • Average transaction price: $29,816

2024 Subaru Impreza Sport hatch

  • The average Impreza transaction price is $24,561
  • The average spent under MSRP: $434
  • MSRP: $24,995

I've also covered Subaru's inventory levels at Subaru of America's retailers, which have been at an all-time high since the pandemic. The increasing inventory means you're more likely to find the Subaru model you want. Read my report here for more information. 

This fall, customers will find more new next-generation 2025 Forester compact SUVs, Crosstrek subcompact SUVs, and Outback midsize SUVs on U.S. retailers' lots for sale. You should see a good variety of trim levels. 

Why is Subaru considerably better in customer satisfaction than Toyota? 

Subaru treats its employees and customers with respect.

I talked with a car salesman who worked at a Subaru dealership and then went to sell Toyota vehicles. After only one year, he returned to selling Subarus because, in his words, "Subaru treats their employees better, and they treat the customers with respect." Powerful words from someone who has sold both car brands.

Subaru's approach to business is rooted in respect, both for its employees and customers. This is evident in their transparency, customer service commitment, and focus on building long-term relationships. The Camden, N.J. automaker's culture is critical to their higher satisfaction ratings, making buyers feel valued and respected in the sales process.    

For more information on how Subaru compares with Toyota, I recently covered the seven reasons why Subaru is better than Toyota. These reasons range from customer satisfaction to vehicle performance. Check out my revealing report here

Now it's your turn. 

Have you recently purchased a new Subaru or Toyota? How was your experience with the dealership? Did you feel valued and respected during the sales process? We want to hear from you. Click the red 'Add New Comment' link below and share your thoughts. 

I am Denis Flierl, Senior Torque News Reporter since 2012. Before test-driving new vehicles in 2001 as a freelance journalist, I invested 13 years in the automotive industry in a consulting role, working with every major car brand. I am also an experienced Rocky Mountain Automotive Press member. You'll find my expert Subaru analysis here. Follow me on my X SubaruReportAll Subaru, WRXSTI, @DenisFlierlFacebook, and Instagram.

Photo credit: Denis Flierl via Cross Creek Subaru

Comments

Dan Martin (not verified)    November 8, 2024 - 1:04PM

Since 2009 around the time of "Cash for Clunkers" we have gone into a Toyota dealership to buy a new vehicle. We had every intention to buy a new Rav 4, a new 4 Runner, a new Corrola Hatch and a new Highlander Hybrid. Every single time we worked with the salesperson in the Toyota showroom to find the specific vehicle we were looking for. Every single time we ran into a dead end which involved confusing reasons why they could not put us into the vehicle we were looking for a the time.

We bought a Honda CR-V in September of 2009 then a Honda Civic Hatch in 2019. We then sold that Honda Civic Hatch to Carvana for more than we paid for it in 2021 and then ordered a 2021 Subaru Crosstrek Limited. The Rav 4 experience was the worst! We found out later that that salesperson had a criminal record and had tried to con us into buying a vehicle that we did not want. There were high pressure sales tactics used and we walked away.

We would like to know specifically who is responsible for designing the Toyota sales program? They certainly need to take lessons from Subaru as their program is better. From our Crosstrek buying experience it was confirmed to us that all dealerships still need better training programs. We were told that our Subaru Finance Manager would not complete our sale because we were delayed by fifteen minutes. This was conveyed to our salesperson who knew we lived an hour and a half away from the dealership. Luckily the Acura dealer under the same roof completed our transaction. We will not buy another Subaru from that dealership. We have recently test driven the 2025 Subaru Forester.

We found that even the same owner of the Toyota, Honda, Subaru and Mazda dealerships had differing sales programs amongst the different brands. Our issue is that we don't have a Subaru dealership closer than a forty five minute drive. We drove twice that far to buy our Subaru because they offered the best price for the vehicle we ordered. This is surreal but the number one South East Michigan Subaru dealer is Yark in Toledo Ohio. They also own a Toyota dealership there and are the only Costco Auto Buying Subaru dealership as there are 'none' in Michigan.

Vl (not verified)    November 9, 2024 - 11:50AM

I have to agree.
I love Subaru Forester.
The only reason I got my RAV4 hybrid is because Subaru don't have Forester hybrid available here yet, and I need a better milage for my commute. Hopping the next time around I will get back to Forester family

Yoomi (not verified)    November 10, 2024 - 7:29AM

Purchased a certified used 2021 Outback premium from a NH dealer in May. I’m the kind of shopper who goes in knowing which car(s) they have on the lot that suit me. All I need to do is get to a good price. I balked at their stupid Dealer Charge of $600 (!) which they insisted they couldn’t remove. So I got that added to the trade in ( a rather tired 2012 Hyundai with a skippy transmission and grinding noise when turning to the right so fine).

I was given the standard vehicle orientation when I picked up the car. I was promised a phone call in one week to address any questions. They didn’t follow through and I never heard from them. No prob so far any questions I had were addressed by Subaru videos on YT.

Now I’m in VT and have interacted twice with the dealership up here. Not for sales, but scheduled service and they were great. It’s nice that the service rep walks you to your car when you are done. And I got a complementary car wash which Hyundai didn’t do.

I can say I liked Subaru’s sales process better than Hyundai’s, even tho they missed the promised follow-up.

Ruben (not verified)    November 11, 2024 - 10:44AM

I purchased a Toyota Highlander a few years ago. It was the most mentally draining process my wife and I have had. This year we purchased an Outlander and my wife kept saying this is the easiest process we have ever had. Kudos to Subaru!

Ruben (not verified)    November 11, 2024 - 10:53AM

I purchased a Toyota Highlander a few years ago. It was the most mentally draining process my wife and I have had. This year we purchased an Outlander and my wife kept saying this is the easiest process we have ever had. Kudos to Subaru!