There is a category of car, where the buyer identifies with a group. They don't buy the car for price or service record; they buy it to join a club. The VW Beetle; the PT Cruiser; Cooper's Mini all are cars like that. It doesn't matter what resale value they have, or how often they break down. All that matters is the self-image of the person doing the buying. They go into it knowing they will like the car, no matter what. So the 97% number is entirely expected.