Survey Says: Toyota, Honda Tops in Customer Service

Toyota YarisToyota and Honda auto dealerships deliver the best customer service experience, a familiar spot for automobile companies in the recent Temkin Experience Ratings.

In a survey of 10,000 consumers, Toyota earned the highest industry rating with Honda taking second. Toyota has finished in the top spot three times since the Tempkin Group started rating auto dealers in 2012. Honda has consistently finished among the survey’s top auto dealerships.

Auto dealers experienced the sharpest customer experience rating drop in this year’s survey, which rates other industries such as airlines and wireless carriers. Tempkin Group managing partner Bruce Temkin said the overall decline is “from a few auto dealers.”

Toyota auto dealers earned a 73 percent score, while Honda checked in at 72 percent. A score of 70 percent or above is considered “good.” The auto dealer industry averaged 66 percent.

VehiclesTEST produces video reviews of Toyota and Honda models, which dealerships use on their websites.

“From my interactions with Honda and Toyota dealerships every day, I see why they are at the top of the survey,” said Doug Thompson, editor of VehiclesTEST. “Both brands are very consumer-focused and build a dependable product, which are reflected in the survey results.

To produce the ratings, the research firm asked consumers to rate recent interactions with 318 companies across 20 industries. Questions center on success, effort and emotions in their experiences with various companies.