Toyota, Buick, and Lexus Lead Auto Dealers in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Toyota, Buick, and Lexus all earned a 74% rating—only narrowly surpassing Subaru—and tied for 59th place overall out of 268 companies across 19 industries. While this is both Buick’s and Lexus’s first time evaluated in the Ratings, this is Toyota’s second straight year in the top spot.

At the other end of the spectrum, Chrysler tumbled down the rankings from its “okay” rating in 2013 to a “poor” rating this year, finishing as the lowest-ranking auto dealer with a score of 50% and a ranking of 256th place. Kia and Dodge also declined in the ratings and received “poor” scores of 57% and 55% respectively, both hovering near the bottom of the auto industry rankings for the third year in a row.

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Here are some additional findings from the auto industry:

  • The ratings of all auto dealers in the 2014 Temkin Experience Ratings are as follows: Toyota (74%), Buick (74%), Lexus (74%), Subaru (73%), Hyundai (70%), Ford (68%), Honda (67%), Chevrolet (67%), Mercedes-Benz (67%), BMW (65%), Audi (64%), Cadillac (64%), Nissan (63%), Mazda (62%), Volkswagen (61%), GM (61%), Jeep (61%), Kia (57%), Dodge (55%), and Chrysler (50%).
  • Hyundai (+6 points), BMW (+5 points), Nissan (+4 points), and Toyota (+3 points) improved their ratings the most between 2013 and 2014.
  • Chrysler (-10 points), Dodge (-5 points), and Kia (-1 point) were the only auto dealers whose ratings declined between 2013 and 2014.
  • Overall, the auto industry averaged a 66% rating in the 2014 Temkin Experience Ratings and placed 9th out of 19 industries. It was also one of the 15 industries to improve its rating over the past year, increasing its average by 2.1 percentage points.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

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To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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