Lexus and Toyota Lead Auto Dealers in Customer Experience
March 13, 2015 Leave a comment
We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Here are some highlights from the auto dealer results between 2012 and 2015:
- Auto dealers’ average rating dropped from 66.3% in 2014 to 63.7% in 2015, the lowest score they’ve had since 2012. This is also the first year that the industry average has declined for auto dealers.
- Despite dropping one percentage-point from last year, Lexus is still the highest-rated auto dealer, with a score of 73%. Lexus also boasts the highest score in the emotion component, as its 70% rating is 12.6 percentage-points above industry average. Toyota dealers were close behind at 71%, but dropped 3 points from last year.
- Subaru not only experienced the sharpest decline of any auto dealer, but it actually experiences the sharpest decline of any company in the Ratings. Between 2014 and 2015, Subaru’s rating dropped 16 percentage-points, from 73% down to 57% over the past year.
- Audi received the lowest rating of any auto dealer, scoring 53% and coming in 261st place out of 293 companies.
- Auto dealer’s ratings decreased more dramatically than any other industry’s. Of the five companies in the entire Ratings whose scores declined the most between 2014 and 2015, three of the companies are auto dealers. Subaru’s rating went down by 16 percentage-points, Buick’s went down by 12 percentage-points, and Audi’s went down by 11 percentage-points. At the other end of the spectrum, Dodge saw one of the largest score increases over the past year, going up 8 percentage points between 2014 and 2015.
- Of the twenty auto dealers that we evaluated both in 2014 and in 2015, only five improved their scores over the past year: Dodge (+8 points), Chrysler (+4 points), Nissan (+3 points), Kia (+3 points), and Honda (+2 points).