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Toyota Earns Top Spot in Customer Experience Study

June 14, 2016

WABAN, Mass. — After asking 10,000 U.S. consumers about their dealership experience, the Temkin Group found that the two manufacturers with the highest customer experience ratings were Toyota and Mercedes-Benz, according to

The Temkin Group, a customer-experience research and consulting firm, fielded the study for its 2016 Temkin Experience Ratings. In its study, it found that Toyota earned the highest score with a rating of 66%, according to Edmunds.

"Congratulations to Toyota dealers for continuing to set the pace in customer experience," said Bruce Temkin, managing partner of the Temkin Group, in a statement.

Mercedes-Benz followed closely with a 65% rating. According to Edmunds, Lexus and Chevrolet took third and fourth place respectively with ratings of 63% and 62%.            

Honda, Ford, Buick, Dodge, Nissan, Audi, Mazda, Jeep and BMW were all in the middle of the pack in customer experience ratings, according to Edmunds. Unsurprisingly, Volkswagen received a rating of 44%, the lowest of all manufacturers.

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