Chevy Dealers Deliver Best Customer Experience in Auto Industry

This post examines the 1o auto dealers included in the 2012 Temkin Experience Ratings.

Chevrolet was the top rated auto dealer and the only one to receive a “good” customer experience rating, and 57th overall out of the 206 companies in the ratings. Three auto dealers were next in line with “okay” ratings: Toyota, BMW, and Honda. The remaining six auto dealers earned “poor” ratings with Kia falling to the bottom of the list.

The average rating for the overall auto industry placed it 14th among 18 industries, only outpacing health plans, Internet service providers, TV service providers, and computer makers.

Looking across the three components of the Temkin Experience Ratings, Toyota leads in functional experience and Dodge is at the bottom; Chevy and BMW lead in accessible experience and Hyundai is at the bottom; and Chevy leads in emotional experience and Kia is at the bottom.

Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.

The bottom line: Chevy dealers are setting the CX pace in the auto industry

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

One thought on “Chevy Dealers Deliver Best Customer Experience in Auto Industry”

  1. Thanks for the report Bruce. It was good to see Toyota up toward the top of the list. I feel like we represent a great brand and I’m glad to see that the customers out there think that we’re doing an excellent job as dealers as well.

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