WALTHAM, Mass. — DealerRater introduced the Consumer Rating Index (CRI) Report to recognize auto manufacturers for top-rated customer service. The index is driven by consumer reviews of auto dealerships posted on DealerRater’s website.

DealerRater’s Consumer Rating Index Report includes the calculation of CRI scores for all auto manufacturers based on average consumer ratings of dealerships posted to DealerRater.com over the past seven months. Scores are wide in scope, as the ratings represent consumers’ feedback of experiences at the dealership at all levels, whether it be a sales experience that resulted in a purchase or non-purchase, or any parts/service experience.

Results of the preliminary DealerRater CRI report, ranked within the luxury and mass market brand categories, include:


  • Lexus demonstrated the highest CRI with a 4.775 (based on a 5-point rating system) score.
  • Mercedes-Benz scored second with a 4.757 CRI score
  • Volvo came in the third position with a 4.727

Mass Market

  • Buick showed the top CRI with a 4.755
  • Hyundai scored second with a 4.751 CRI score
  • Toyota came in the third position with a 4.719

“We congratulate Lexus and Buick for achieving top CRI scores for customer satisfaction at their dealerships across the United States and look forward to their continued success,” said Chip Grueter, president at DealerRater. “Whether considering a mass market or luxury car purchase, the CRI report provides consumers with a credible and unbiased metric for choosing a dealership that is dedicated to the highest quality customer service.”

DealerRater’s Consumer Rating Index Report will be published each quarter. The full report, including a complete list of CRI scores ranked within the mass market and luxury brand categories, will be released at the 2014 NADA Convention and Expo.