Explore the latest trends, strategies, and success stories in automotive customer experience.
J.D. Power's 2025 Tech Experience Index Study reveals a clear pattern: AI features that learn from real customer signals outperform those built on assumptions. The same logic applies to OEM dealer network AI
OEMs are investing heavily in automotive AI, but the quality of every output depends on the data underneath it. Here is why customer feedback is the prerequisite most AI strategies are missing.
97% of consumers read Google reviews before choosing a dealership. BrightLocal and Cox Automotive data show why OEMs need to treat Google ratings as a brand-level CX metric, not a local reputation issue.
Most automotive post-visit surveys see response rates below 20%. That means OEM satisfaction benchmarks are built on data from the customers who respond, not the ones who leave.
Ex-Tesla and Rivian owners score 29 points below the mass market average at traditional dealers. Here's why it's a feedback visibility problem for OEMs.
Retention is a lagging indicator. The experience signals that drive it are leading ones.
Deloitte's 2026 Global Automotive Consumer Study found trust and transparency are consumers' top priorities for vehicle service. Most OEM feedback programs aren't measuring either
Most automotive businesses collect customer feedback. Far fewer use it to drive decisions. Here is what the 2026 data says about the gap between collection and revenue impact.
12% of dealer repairs are not fixed correctly on the first visit.
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.
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.
Learn how automotive OEMs can build a multi-channel customer feedback strategy, turn insight into action, and improve the ownership experience at scale.
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.
The automotive industry is scrambling to figure out AI search visibility.
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.
Is your Automotive Sales & CX strategy listening to the noise, or just counting the scores?
Customer experience metrics directly influence vehicle sales and repeat business across every stage of the journey.
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.
Only 47% of customers plan to repurchase their current brand.
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
Get the latest customer experience insights delivered to your inbox.
Subscribe to Updates