Toyota, Lexus and Buick Dealers Place First in Customer Experience | Dealerships…

28 Янв 2015 | Author: | No comments yet »
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Toyota, Lexus and Buick Place First in Customer

After years of below-average customer-satisfaction scores, Toyota improvement efforts seem to pay

Toyota. Lexus and Buick place first in a three-way tie for the best customer experience in the industry.

That’s according to an report by the Temkin Group, a firm specializing in customer

The three winning auto earned a 74% in the 2014 Temkin Ratings.

They collectively placed 59 th out of 268 companies across 19 industries banking, air transportation and Internet The study surveyed 10,000

It is Toyota ’s second year at the top of the automotive category. It is the time for Lexus, Toyota’s brand, and Buick, a General division.

At the other end, dealers went from an rating in 2013 to “poor” year, finishing in the basement.


Kia and Dodge also declined, hitting near-bottom of the auto-industry for the third year in a row.

Buick, and Lexus dealers are the industry-wide effort to become customer-centric,” says Bruce managing partner of Temkin

It wasn’t always that In past years, Toyota scored below average on surveys, even while lots of cars.

To combat the satisfaction scores, Toyota Sales U.S.A. launched a effort to make its dealerships customer-friendly.

Consumers showed greater to Toyota’s products than its dealerships (50%), to corporate data. The difference was great to ignore,” a Toyota said after the automaker the training program to boost satisfaction.

In the latest Temkin now in its fourth year, Subaru a close second (73%) by Hyundai (70%), Ford Honda (67%), Chevrolet Mercedes-Benz (67%), BMW (65%), (64%), Cadillac (64%), (63%), Mazda (62%), (61%), GM (61%), Jeep Kia (57%), Dodge (55%), and (50%).

Most improved honors go to (+6 points), BMW (+5 points), Nissan (+4 and Toyota (+3 points).

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Chrysler points), Dodge (-5 points), and Kia (-1 post the only automotive declines from 2013 to

Temkin asked consumers to their experiences across dimensions:

Functional. “Can you do you want to do?”

Accessible. easy is it to work with the

Emotional. “How do you feel the interactions?”

Temkin then the three. A score of 70% or above is good and 80% or above is deemed as

The good news for the auto is that none of the brands “very poor.” However, wireless carriers, hotels, plans and TV-service providers

Bruce Temkin describes as “a customer-experience transformist” and fanatical student of business.”

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