When we set out to find dealers willing to share a story about losing a customer — a specific moment, a turning point, a relationship that slipped away — we heard something we didn't expect.

Most equipment dealers have a gut feeling that unhappy customers spend less. What they've never had is the number.

What does it mean to be a SATISFYD Top Dealer? These dealers don’t just check boxes—they stand out by consistently listening to their customers and teams, acting on feedback, and building trust both in person and online. High marks in customer satisfaction, employee engagement, and reputation ...

The 2026 SATISFYD Customer & Employee Experience Benchmark Report is now available. This year’s data reflects a shift many dealer leaders are already feeling: customer expectations are rising faster than operating capacity. Below are the key highlights from this year’s report—and what they ...

I almost didn't send the email.

At SATISFYD, we believe in recognizing the individuals who don’t just participate in experience initiatives—but lead them. The ones who push their organizations forward, challenge the status quo, and turn feedback into meaningful action. Each year, we identify leaders across the equipment industry ...

I complained about my insurance bill. The president called me.

A trash company recently asked our neighborhood to sign a 10-year contract extension. What caught my attention wasn’t the length of the contract. It was the fact that the 10-year deal had absolutely no loyalty benefit. And that sent me down a rabbit hole that turned into a pretty fascinating ...

Customer experience scores declined across parts, service, sales, and rental this year. For many dealers, that raises a fair question: Are we doing something wrong? The short answer is no.