The 2025 SATISFYD Employee & Customer Experience Benchmark Report is here, providing critical insights into how dealerships are performing across the industry. This year’s report highlights notable shifts in customer and employee experience, particularly within the construction and agriculture sectors. While construction dealers have made measurable progress in key areas, agricultural dealerships have remained stagnant, underscoring the need for continued focus on service and relationship-building.
2024 vs 2025 Year Sector Performance
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Construction Sector: Scores have improved across multiple areas, particularly in service and rental, indicating a stronger focus on customer satisfaction and operational efficiency.
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Agriculture Sector: While some areas have remained stable, overall scores show stagnation, with key service and sales metrics failing to improve.
Customer Experience: The Shift to Service-Driven Loyalty
Customers are no longer loyal to a brand alone—exceptional service, proactive communication, and transparent pricing now drive long-term relationships. Dealerships that fail to meet rising expectations risk losing customers to competitors who prioritize customer-centric experiences.
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Construction Sector:
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Service scores saw a 5% increase, reflecting improvements in responsiveness and repair turnaround times.
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Agriculture Sector:
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Service scores remained flat, with ongoing concerns about long wait times for repairs.
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Sales and parts performance showed little change, suggesting a need for more customer engagement strategies.
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Employee Experience: Key Trends in Retention and Satisfaction
This year’s Voice of Employee data reveals several notable trends, with meaningful year-over-year changes that indicate both strengths and areas for improvement. Employees report increasing confidence in company values, benefits, and job expectations, contributing to stronger retention. However, concerns remain about career growth opportunities and internal communication.
Online Reputation: The Impact of Reviews on Dealership Success
Keeping reviews current is crucial, with at least two new reviews coming in each month to maintain credibility and relevance. Nearly half of the dealer groups experienced an increase in reviews, thanks to the streamlined and convenient process provided by SATISFYD Reviews. However, only 36% of dealers improved their ratings, underscoring a key opportunity to act on customer feedback and drive meaningful improvements.
Benchmark Your Dealership’s Performance
Are you keeping up with industry trends—or falling behind? The 2025 Benchmark Report provides key insights to help you refine your strategy and stay ahead. See where your dealership stands—explore the full report for expert insights and strategic recommendations. [View the Full Report Here]
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