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customer satisfaction

Toyota, Honda Dealers Top Temkin’s 2018 Customer Experience Ratings

Auto dealers tied for 12th out of 20 industries ranked in the eighth edition of Temkin Group’s Customer Experience Ratings. Ford and Mercedes-Benz dealers also earned top rankings.

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Your Salespeople Are Being Outsold

Customers are better educated than ever, but that's no excuse for an embarrassing lack of professionalism and product knowledge.

The Machines Are Rising

Machine learning produces data you can use to find new prospects, make sales, and improve retention.

Mazda Launches New Website to Address Recall Completions

On Tuesday, Mazda North American Operations launched the Mazda Recall Information Center as part of an effort increase recall completions. The new website is only part of the company's initiative to ensure recalls are completed quickly and efficiently.

Driver Satisfaction Improves for 16 Automotive Brands, ACSI Reports

Among the 24 automotive brands tracked by the American Customer Satisfaction Index, 16 showed improvement and five showed declines. Three of those declines came from premium brands, the most notable being Volkswagen.

Starting in Gear

Harry Klekos puts his all into his first meeting with each customer, and he expects them to be just as upfront as he is.

Infiniti Dealers Ranked Highest In Treatment of Customers

Infiniti dealerships treat its customers best, at least according to the newly released 2016 Pied Piper Prospect Satisfaction Index (PSI) U.S. Auto Industry Benchmarking study. Now in its 10th year, the study measures how car shoppers are treated at the dealership.

Sit Back and Unwind

Back-outs are part of the dealership life. What’s your policy?

3 Pitfalls of Analysis

Properly analyzing the connection between a positive online and in-person experience requires dealers to reconsider the way you analyze metrics and respond to bad reviews.

3 Ways to Get Personal

General sales manager explains how facility tours, trade walks and common courtesy can restore the human touch to an increasingly digitized transaction.