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For Customer Experience Professionals

The US Mass Market Auto Manufacturers Customer Experience Index, 2018

How US Mass Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

June 20, 2018


Why Read This Report

How well do leading mass market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass market auto brands that were analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • Forrester's Customer Experience Index Methodology
  • Subaru Leads For Sales; Buick Leads For Service
  • The Keys To Achieving CX Leadership For Mass Market Automakers
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents