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.
What it means:
This is not a collapse in performance. It reflects lower customer tolerance in a tighter market.
Customer experience scores softened slightly across all major interaction points.
Where it matters most:
What it means:
The shift is systemic, not isolated, pointing to broader market pressure rather than specific operational failures.
What it means:
When uptime is critical, speed, communication, and predictability drive customer loyalty more than equipment sales.
Customers are increasingly evaluating experiences based on:
What it means:
“Good” experiences are no longer enough—
expectations are rising faster than dealership systems can adapt.
What it means:
Dealers are continuing to invest in:
This is a strong signal that many organizations are building internal resilience despite external pressure.
What it means:
Online reputation is no longer just perception—it directly impacts who gets the first call.
Search engines and AI-powered tools are increasingly surfacing businesses based on:
What it means:
Dealers with strong, consistent review activity are more likely to be recommended in AI-driven search results.
What it means:
This year’s changes reflect market conditions, not differences in dealer capability.
The 2026 benchmark does not indicate that dealers are performing worse.
It shows that:
Based on this year’s data:
Customer experience is no longer just a service metric. It is a competitive safeguard.
The full 2026 CX + EX Benchmark Report includes deeper analysis across:
👉 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.