Running a Shop Customer Service Research+Reports Shop Customers News

Study: Lexus, Hyundai Rank Highest in ‘Customer Experience’

Order Reprints

April 18, 2014—Lexus and Hyundai rank highest among automotive manufacturers based on consumer-written dealership reviews, according to the consumer rating index (CRI) for auto manufacturers released by DealerRater on Thursday.

The CRI rankings are based on a five-point scale, in which consumers ranked their buying experience, including customer service, quality of work, friendliness, price and overall experience. This includes service and repair work.

More than 330,000 reviews over a 12 month period contributed to the rankings.

Along with overall rankings, the CRI ranked automotive manufacturers within the “Luxury” and “Mass Market” brand categories. Lexus ranked highest in the “Luxury” category, with a score of 4.741, followed by Volvo (4.704), Mercedes-Benz (4.703), Audi (4.693) and Acura (4.687). Among “Mass Market” brands, Hyundai was top ranked with a score of 4.719, followed by Buick (4.709), Honda (4.695), Kia (4.687) and Subaru (4.686).

“The CRI provides a comprehensive view of consumer sentiment because feedback is not limited to customers who purchased a vehicle and includes shoppers as well as service customers,” explains DealerRater CEO Gary Tucker. “A consumer can write a review about all aspects of their experience with a dealer on DealerRater. With this level of insight, dealers have a metric indicating whether they should reevaluate their business practices. Consumers can also use this index as a starting point when looking for a dealership that will provide the best shopping experience.”

The full CRI report can be found online

Recommended Products

CompTIA Security+ Certification Study Guide Bundle

2016 Ratchet+Wrench Shop Technology Survey: Complete Report

2017 Ratchet+Wrench Shop Technology Survey: Complete Report

Related Articles

U.S. News Announces the 2015 ‘Best Cars for the Money’

AT&T Joins Auto Industry with ‘Drive,’ ‘Drive Studio’

Hyundai Takes Top Honors In Strategic Vision's Annual Awards

You must login or register in order to post a comment.