2026 EMPLOYEE & CUSTOMER EXPERIENCE BENCHMARK REPORT

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• Industry Benchmark Trends: Year-over-year CX movement across service, parts, sales, and rental, revealing how rising expectations and tighter market conditions are influencing customer loyalty.
• Employee Experience Signals: Insights from this year’s eNPS results showing how employee engagement and frontline stability are shaping customer experience and operational resilience.
• Early Warning Indicators in Customer Experience: A closer look at SATISFYD’s four CX pillars—Knowledge, Helpful, Accurate, and Responsive—highlighting where experience gaps are emerging and what they signal for dealer leaders.
• Aftermarket Performance Insights: Analysis of where loyalty sensitivity is increasing in parts and service operations and why speed, communication, and predictability matter more in tighter markets.
• Online Reputation Trends: How ratings, recency, and review volume influence visibility in search and AI-driven discovery—and why reputation stability is becoming a competitive advantage.