Temkin Experience Ratings Industry Snapshot: Auto Dealers

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

2018 Temkin Experience Ratings Provides Customer Experience (CX) Benchmark For Auto DealersCongratulations to Toyota and Honda for delivering the best customer experience across auto dealers.

Of the 18 auto dealers included in this year’s Ratings, Toyota earned the highest score with a rating of 73%, putting it in 95th place overall out of 318 companies across 20 industries. Honda came in second place with a score of 72% and overall rank of 109th. Two other auto dealers received a “good” rating – Ford and Mercedes-Benz. Both of these companies received a score of 70% and placed 137th overall.

Overall, the auto dealer industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12th place out of 20 industries. The average rating of the industry declined by three percentage-points between 2017 and 2018, dropping from 68.6% to 65.6%.

You can download the free report or purchase the dataset.

2018 Temkin Experience Ratings Provides Customer Experience (CX) Benchmark For Auto Dealers 2018 Temkin Experience Ratings Provides Customer Experience (CX) Benchmark For Auto Dealers

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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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