WABAN, Mass. — A report by Temkin Group revealed that Chevrolet dealers are the top-rated auto dealers on the company’s customer experience rankings.
The 2012 Temkin Experience Ratings rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research — based on a survey of 10,000 U.S. consumers in January 2012 — includes 10 brands of auto dealers: BMW, Chevrolet, Chrysler, Dodge, Ford, Honda, Hyundai, Kia, Nissan and Toyota.
Chevrolet was the top rated auto dealer and the only one to receive a "good" customer experience rating, according to the report. It also was ranked No. 57 in the overall list of 206 companies.
Toyota, BMW and Honda were next in line with "okay" ratings, while the remaining six auto dealers earned "poor" ratings. The average rating for the overall auto industry placed it at No.14 among 18 industries, outpacing health plans, Internet service providers, TV service providers and computer makers.
Chevrolet’s retailers also ranked in the Top 2 in Functional, Accessible and Emotional ratings.
"Auto dealers leave a lot to be desired when it comes to customer experience," said Bruce Temkin, author of the report and managing partner of Temkin Group.
The Temkin Experience Ratings evaluates three dimensions of customer experience:
• Functional: Does the company meet consumers' needs?
• Accessible: How easy is it for consumers to do what they are trying to do?
• Emotional: How do consumers feel about t heir interactions with companies?