Revealing the Best and Worst Brands in Auto Sales and Service

The 2024 Automotive Experience Leaders Report, derived from over 1.1 million Google reviews and including data from 17,000 new car dealers, offers invaluable insights into customer satisfaction across the automotive industry’s sales and service sectors.

Detailed Evaluation of Automotive Sales

In the realm of automotive sales, Volvo takes the lead with a stellar approval rating of 97%, setting a high standard with their exceptional service and customer engagement. Volvo is followed by Porsche with a 94% rating, Subaru at 93.7%, Jaguar at 93.5%, and Mazda rounding out the top five with 92%. These brands have been recognized for their superior sales departments, marked by staff helpfulness, professionalism, and overall customer service excellence. The detailed rankings for sales departments are as follows:

Sales Department Rankings

1. Volvo: 97%
2. Porsche: 94%
3. Subaru: 93.7%
4. Jaguar: 93.5%
5. Mazda: 92%
6. Audi: 92.3%
7. Land Rover: 91.8%
8. Acura: 90.8%
9. BMW: 90.7%
10. Lexus: 90.2%
11. Mini: 89.6%
12. Infiniti: 89.4%
13. Mitsubishi: 87.9%
14. Volkswagen: 87.8%
15. Toyota: 87.4%
16. Honda: 87.3%
17. Lincoln: 87.2%
18. Mercedes-Benz: 87.1%
19. Kia: 86.1%
20. Hyundai: 85.6%
21. Buick: 85.1%
22. Nissan: 84.9%
23. Cadillac: 84.6%
24. Chevrolet: 84.6%
25. GMC: 84.2%
26. Genesis: 84.1%
27. Chrysler: 82.9%
28. Jeep: 82.8%
29. Dodge: 82.7%
30. Fiat: 82.6%
31. Ford: 82.0%
32. Ram: 80.5%

Service Quality Across Brands

On the service front, Lexus stands out with a leading satisfaction rate of 91%, excelling in areas such as repair quality, effective communication, and efficient management of wait times. Following Lexus are Volvo and Porsche with strong scores of 90% and 88.6% respectively, demonstrating their commitment to maintaining high service standards. The complete service rankings are:

Service Department Rankings

1. Lexus: 91%
2. Volvo: 90%
3. Porsche: 88.6%
4. Subaru: 88%
5. Acura: 87%
6. Mini: 87.5%
7. Infiniti: 87.2%
8. Mazda: 86.5%
9. Mitsubishi: 84.9%
10. Jaguar: 84.0%
11. Audi: 82.8%
12. Land Rover: 82.1%
13. BMW: 81.7%
14. Honda: 81.1%
15. Toyota: 77.0%
16. Nissan: 77.0%
17. Lincoln: 74.2%
18. Kia: 73.7%
19. Volkswagen: 73.3%
20. Mercedes-Benz: 72.6%
21. Cadillac: 71.8%
22. Chevrolet: 71.3%
23. Fiat: 71.2%
24. Buick: 71.0%
25. Ford: 70.6%
26. GMC: 69.9%
27. Chrysler: 69.3%
28. Jeep: 69.0%
29. Dodge: 68.9%
30. Ram: 67.2%
31. Hyundai: 66.0%
32. Genesis: 63.6%

Comprehensive Key Performance Metrics

The report not only ranks the brands but also sheds light on specific performance metrics that have a direct impact on customer satisfaction. These include the number of positive mentions related to staff professionalism, friendliness, and knowledge, as well as the handling of repairs and customer communication. Brands with fewer negative mentions typically performed better, emphasizing the critical nature of customer service in both sales and service contexts.

The 2024 Automotive Experience Leaders Report clearly illustrates that top-performing brands in the automotive industry are those that prioritize effective customer service strategies, both in sales and service departments. The rankings provide a clear benchmark of industry excellence and serve as a guide for consumers looking for reliable automotive services.

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This article was co-written using AI and was then heavily edited and optimized by our editorial team.