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Tesla Tops Research on Car Brands That Offer the Best Customer Experience

There's no denying that Tesla owners - and sometimes even Tesla fans who don't even drive the company's cars - are a dedicated and loyal bunch. That kind of following can only be achieved in two ways, and Tesla makes itself guilty of both: offering a truly spectacular product and brainwashing the fans.
Tesla Model S burnout 1 photo
Photo: Catalin Garmacea
It's enough to drive a Tesla once to understand what all the hype is about, but you have to own one to experience the connection with the brand as a whole. Both the Model S and Model X are more like electronic gadgets that you can drive around in than what we've become accustomed to calling a car. The company has always insisted that its vehicles represent the future, and with the recent events that look set to shake the automotive industry, that claim is about to be proven right, meaning all those who own a Tesla now are ahead of the times.

Tesla is also a controversial company, but you can't really rise to the top without making some waves. At the end of the day, what really matters is that it has singlehandedly managed to build a very successful electric vehicle, set up its own charging infrastructure and is about to launch the world's largest battery factory. All within a decade.

Evaluating the satisfaction associated with a brand can't be anything but subjective, but do it on a large enough scale, and the results become relevant. Group XP did just that by looking at over 43,000 brands and evaluating them across 46 different markets with the purpose of identifying those products that offer the best customer experience.

The research firm observed four criteria for its Experience Index: impression - stand for something unique; interaction - deliver on your most important needs; responsiveness - have better online services and engaging content; resilience - strive to make people's future lives better through higher brand purpose.

In the end, all the data was corroborated to come up with a general score. The number one brand regarding satisfaction turned out to be Pampers, with Disney coming in second and Paypal in third. Apple and Google are neighbors in sixth and seventh, respectively, while other big names such as Amazon or Samsung don't make the top 15.

Tesla, however, barely makes the top 20 by occupying what wold be the last position. With 116.79 points, it's pretty far from the first spot taken by Pampers with 149.99 points, but that doesn't mean it's a bad result for the EV maker. In fact, it's the best one out of the entire car industry, with the two closest being BMW in 23rd with 114.19 and Mercedes-Benz five positions lower with 111.98. Ferrari closes the overall top 30 with 111.7 points.

Here is what the authors of the study had to comment on Tesla's achievement: “Who else but Tesla could take on a heavily entrenched industry like automotive and turn it on its head? Having launched highly rated, luxury-valued electric cars, Tesla has gone on to inspire and expand a roadside recharging network and build the world’s biggest Giga battery factory while also advancing the concept of driverless autos from science fiction fantasy to widely anticipated reality.

The breathtaking completeness of Tesla’s vision and ability to execute matches other, more established breakthrough leaders like IKEA and Amazon.
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About the author: Vlad Mitrache
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"Boy meets car, boy loves car, boy gets journalism degree and starts job writing and editing at a car magazine" - 5/5. (Vlad Mitrache if he was a movie)
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