Austin, Texas — SATISFYD released its 2026 Customer & Employee Experience Benchmark Report, offering new insights into how shifting market conditions are influencing customer loyalty, workforce engagement and online reputation across the equipment industry.
The annual report analyzes customer and employee feedback trends across agriculture and construction equipment organizations to help dealer leaders understand emerging experience signals that may impact retention, operational performance and long-term growth.
This year’s data shows overall Net Promoter Score (NPS) declined from 80 to 77, following several years of relative stability. The report also found modest declines across key customer experience interactions, including service, parts, sales and rental. According to the analysis, the shift reflects changing expectations and tighter operating conditions rather than declining dealer performance. The findings suggest that customers are evaluating dealership interactions more critically as economic pressure increases and operational systems remain under strain.
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