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 signal for the industry.
Overall NPS Declined After Years of Stability
- NPS decreased from 80 to 77
- First meaningful step-down after several years of stability
- Decline was broad-based across departments
What it means:
This is not a collapse in performance. It reflects lower customer tolerance in a tighter market.
Modest Declines Across Service, Parts, Sales, and Rental
Customer experience scores softened slightly across all major interaction points.
Where it matters most:
- Service and Parts showed the most sensitivity
- Rental remained relatively stable
What it means:
The shift is systemic, not isolated, pointing to broader market pressure rather than specific operational failures.
Aftermarket Is the Primary Loyalty Risk Zone
- 70–80% of customer interactions occur in service and parts
- Responsiveness showed the largest decline among CX pillars
What it means:
When uptime is critical, speed, communication, and predictability drive customer loyalty more than equipment sales.
Customer Expectations Continue to Rise
Customers are increasingly evaluating experiences based on:
- Faster response times
- Real-time communication
- Seamless service interactions
What it means:
“Good” experiences are no longer enough—
expectations are rising faster than dealership systems can adapt.
Employee Experience Improved
- eNPS increased from 18 to 26 (+8 YoY)
What it means:
Dealers are continuing to invest in:
- Employee engagement
- Communication
- Workplace alignment
This is a strong signal that many organizations are building internal resilience despite external pressure.
Online Reputation Remains a Visibility Lever
- Average rating declined slightly from 4.6 to 4.5
- Review recency and response activity continue to influence visibility
What it means:
Online reputation is no longer just perception—it directly impacts who gets the first call.
AI and Search Are Changing Dealer Discovery
Search engines and AI-powered tools are increasingly surfacing businesses based on:
- Review recency
- Review volume
- Customer sentiment
What it means:
Dealers with strong, consistent review activity are more likely to be recommended in AI-driven search results.
Score Movement Is Market-Wide
- Minimal variation across dealer sizes
- Similar trends across agriculture and construction segments
What it means:
This year’s changes reflect market conditions, not differences in dealer capability.
The Big Takeaway
The 2026 benchmark does not indicate that dealers are performing worse.
It shows that:
- Customers are more discerning
- Operational pressure is more visible
- Loyalty is more sensitive to experience gaps
What Dealer Leaders Should Focus On
Based on this year’s data:
- Protect aftermarket experience
- Maintain workforce alignment
- Increase visibility into experience risk
Customer experience is no longer just a service metric. It is a competitive safeguard.
Download the Full Report
The full 2026 CX + EX Benchmark Report includes deeper analysis across:
- Customer experience trends
- Employee experience insights
- Online reputation and digital visibility
- Strategic implications for dealer leaders
👉 Download the report to see how your dealership compares
P.S. New to SATISFYD? We would love to connect with you. Please reach out by clicking here or email us at customersuccess@satisfyd.com.
