Automotive

Auto Dealers Ranked for Customer Experience Delivery

Auto Dealer Customer Experience
Mark Angus
Written by Mark Angus

Auto dealer customer experience was put to the test with a ranking survey conducted of 10,000 consumers in the United States. Toyota and Honda were voted as delivering the best auto dealer customer experience.

Auto Dealer Customer Experience ToyotaOf the 18 auto dealers included in this year’s Temkin Experience Ratings, Toyota earner the highest ranking in the industry and Honda followed closely behind in second place. Meanwhile, among the 20 different industries in the United States examined this year, overall, auto dealers experienced the sharpest customer experience rating drop.

“This decline is the result of double-digit drops from a few auto dealers,” says Bruce Temkin , managing partner of Temkin Group. This is the eighth year Temkin Group has evaluated over 300 companies for success, effort and emotion across 20 different industries.

A score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent.” Scores below 60% are considered “poor.”

Auto Dealer Customer Experience HondaToyota auto dealer customer experience earned a score of 73%, while Honda received a score of 72%. Additionally, both Ford and Mercedes-Benz auto dealers received a “good” rating with a score of 70%.

This year, the auto dealer industry averaged a rating of roughly 66 percent.

“Of all the industries we looked at this year, auto dealers saw the steepest drop in their industry average customer experience,” Bruce Temkin said.

With a drop from 68.6 percent to 65.6 percent, the average rating of auto dealer customer experience  has declined by three percentage-points between 2017 and 2018.

The auto dealer industry holds the 12th place spot out of the total 20 industries ranked by Temkin Group.

The complete list of each auto dealer evaluated by Temkin Group is below, with their respective scores:

  • Toyota: 73%
  • Honda: 72%
  • Ford: 70%
  • Mercedes-Benz: 70%
  • Chevrolet: 69%
  • Hyundai: 68%
  • Subaru: 67%
  • Buick: 67%
  • Nissan: 67%
  • Cadillac: 66%
  • Kia: 63%
  • Dodge: 63%
  • Jeep: 61%
  • Mazda: 58%
  • Audi: 56%
  • BMW: 53%
  • Chrysler: 53%
  • CarMax: 43%

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