The 2016 Temkin Experience Ratings asked 10,000 U.S. consumers about their dealership experiences, including the emotional component or how they felt about the interactions.
Toyota earned the highest score with a rating of 66 percent, followed closely by Mercedes-Benz with a 65 percent rating.
“Congratulations to Toyota dealers for continuing to set the pace in customer experience,” said Bruce Temkin, managing partner of the Temkin Group, in a statement.
Volkswagen received the lowest score with a rating of 44 percent.
The Temkin Group is a customer-experience research and consulting firm.
Edmunds says: Car shoppers who value a top-notch customer experience in the showroom and service department will want to take a hard look at this latest report.