One in Eight Dealer Repairs Doesn't Fix the Problem. OEMs Should Be Paying Attention
12% of dealer repairs are not fixed correctly on the first visit.
Nicholas Reid
MotiCX Blog
Insights & Best Practices
Explore the latest trends, strategies, and success stories in automotive customer experience.
Dealers Know What Good Looks Like. The Problem Is Consistency.
J.D. Power's 2026 CSI data shows only 26% of customers experience the top service KPIs. Here's what that execution gap means for dealer networks and OEMs.
Nicholas Reid
Your Real Competitor Isn't Another OEM. It's Amazon.
Customers now benchmark every automotive experience against the best they have ever had, regardless of industry. OEMs that treat feedback as a reporting exercise will lose the loyalty race.
Nicholas Reid
What Customers Are Telling You (And How to Actually Listen)
Learn how automotive OEMs can build a multi-channel customer feedback strategy, turn insight into action, and improve the ownership experience at scale.
Nicholas Reid
Why the Automotive Dealer Service Experience Is Losing to the Aftermarket
Overall dealer service satisfaction improved by 3 points this year, with premium brands up 8 points. Progress, right? Look closer and a more uncomfortable picture emerges.
Nicholas Reid
Your Customer Reviews Are Invisible to AI. That's a Problem.
The automotive industry is scrambling to figure out AI search visibility.
Nicholas Reid
Why Automotive Customer Complaints Are a Legal Obligation, Not Just a CX Metric
Customer complaints in the automotive industry carry regulatory weight under the TREAD Act (US) and EU Regulation 2018/858. Learn why feedback intelligence is now compliance infrastructure.
Nicholas Reid
Are you building a reporting tool, or a listening engine?
Is your Automotive Sales & CX strategy listening to the noise, or just counting the scores?
Nicholas Reid
Driving Revenue Through Customer Experience: The Power of NPS and CSAT for Automotive OEMs
Customer experience metrics directly influence vehicle sales and repeat business across every stage of the journey.
Nicholas Reid
Connected Vehicles, Connected Revenue: How Real-Time Feedback Drives Automotive Profits
For a century, the automotive business model was straightforward: build a great car, sell it, and hope to see the customer again in a few years. The relationship was transactional, and the data was sparse. That era is over.
Nicholas Reid
Brand loyalty is collapsing faster than most OEMs realize.
Only 47% of customers plan to repurchase their current brand.
Nicholas Reid
The Subscription Economy Shift: How Automotive Feedback Enables Recurring Revenue
Projections from firms like McKinsey & Company suggest that software-based revenue in the automotive sector could become a multi-hundred-billion-dollar market by 2030
Nicholas Reid
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