Toyota Leads Auto Dealers in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the parcel delivery industry:

  • The average rating for airlines places it at number nine out of 19 industries. The industry’s average rating remains steady at 64% in 2013. Last year’s average was 63%.
  • The highest-ranked auto dealer is Toyota, earned a 71% rating, five points ahead of Ford and Honda.
  • Toyota earned the highest ratings for all three components of the ratings: functional, accessible, and emotional.
  • Kia is the lowest rated auto dealer for the second straight year, with a rating of 58%. It was also the lowest scoring in the emotional component.
  • Hyundai had the highest increase over 2012, with a nine percentage point gain.
  • BMW had the worst decline over last year, with a seven percentage point loss between 2012 and 2013. It was also the lowest scoring in the accessible component.
  • Chevrolet was the only other auto dealer to experience a decline, falling out if it’s first place position last year.
  • Here’s a link to industry results from the 2012 ratings.
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AutoDealers1 AutoDealers2
Temkin Ratings website

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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 (, 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:

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