Toyota, Lexus and Buick Dealers Top Satisfaction Study

Stephen Elmer
by Stephen Elmer

Customer experience can dictate whether or not a consumer returns to a certain brand, and car dealerships are on the front lines when it comes to delivering an enjoyable experience.

Toyota, Lexus and Buick dealers all scored on top of a new customer service survey, locked in a three-way tie. According to the new study undertaken by the Temkin Group, a firm specializing in customer service, each one of these three brands scored a 74 percent rating in the 2014 study.

The study surveyed 10,000 customers and included different types of businesses, including air travel, banking and even fast food chains. The three auto dealers that tied collectively placed in the 59th position out of 268 companies that were included in the study. This is Toyota’s second year with the highest rated auto dealers, while it is a first for Lexus and Buick.

At the other end of the spectrum, Chrysler scored the lowest among auto dealers, coming in the 256th position. Dodge and Kia are the only other two brands whose scores declined this year, and they now make up the bottom three along with Chrysler.

Rounding out the top 10 from best to worst are Subaru, Hyundai, Ford, Honda, Chevrolet, Mercedes and BMW.

Three different aspects are addressed in the survey. Customers are asked to rate the business’ functionality, accessibility and emotion, and then the three scores are taken and averaged.

Any score above 70 percent is considered good, while anything above 80 percent is considered excellent. Scoring under 50 percent is considered very poor, but not a single auto company scored lower than Chrysler, which was right on the line with 50 percent.

[Source: Ward’s Auto]

Stephen Elmer
Stephen Elmer

Stephen covers all of the day-to-day events of the industry as the News Editor at AutoGuide, along with being the AG truck expert. His truck knowledge comes from working long days on the woodlot with pickups and driving straight trucks professionally. When not at his desk, Steve can be found playing his bass or riding his snowmobile or Sea-Doo. Find Stephen on <A title="@Selmer07 on Twitter" href="">Twitter</A> and <A title="Stephen on Google+" href="">Google+</A>

More by Stephen Elmer

Join the conversation
  • Ajr Ajr Ajr Ajr on Mar 31, 2014

    I just bought a Scion from a large Toyota dealer in my city. I can attest that the experience was the least stressful and most timely of any I've had at dealerships. I was pleasantly surprised.