Trends Report

The US Mass-Market Auto Manufacturers Customer Experience Index, 2019

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

December 20th, 2019
With contributors:
Sam Karpinski , Harley Manning , Ben Salamin , Shayna Neuburg

Summary

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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