In Temkin’s 2018 customer experience report, auto dealerships were ranked thirteenth among twenty industries, earning an “Okay” rating on average. Why was that?
Temkin generated the ratings by asking 10,000 US consumers how they would rate their recent interactions with 318 companies, specifically according to three dimensions: success, effort, and emotion. So the auto dealership industry’s score is lackluster because auto dealership customers didn’t rate these three categories highly.
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