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.
Download entire dataset for $395
AutoDealers1 AutoDealers2
Temkin Ratings website

About Bruce Temkin, CCXP
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 these 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.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: