Focus on Scandinavian car owners’ loyalty

AutoIndex™ is the largest and most comprehensive of Loyalty Groups’ industry index surveys, with more than 40.000 responses annually. This survey reveals private car owner experiences and satisfaction with their vehicle, car dealership, and servicing garage.

Since 2003 a large number of Scandinavian car importers have used AutoIndex as a tool for monitoring customer experiences and benchmarking their performance against their competitors.

“AutoIndex gives us snapshot insights into how customers rate the service provided by our dealerships and is a key supplement to our own surveys.

CSI Specialist, Mercedes-Benz

AutoIndex 2021 results

BMW gains the top ranking in AutoIndex 2021 in Denmark, with Mercedes-Benz placing second. Toyota claims the last place on the podium in Denmark. The results are based on 20,797 Danish car owners’ experiences and attitudes.

Lexus wins AutoIndex 2021 in Norway, while Toyota places second. BMW claims the last place on the podium in Norway. The results are based on 10,964 Norwegian car owners’ experiences and attitudes.

Toyota is ranked no. 1 in AutoIndex 2021 in Sweden, while Honda claims second place. Subaru claims the last place on the podium in Sweden. The results are based on 10,976 Swedish car owners’ experiences and attitudes.

The AutoIndex survey consists of more than 200 questionnaire items in which private car owners report on their car ownership in four dimensions. The car itself (the product), their overall loyalty to the car brand, the car dealer (purchase experience), and garage (car servicing).

Danmark Norge Sverige
1. BMW 1. Lexus 1. Toyota
2. Mercedes-Benz 2. Toyota 2. Honda
3. Toyota 3. BMW 3. Subaru
Bil og køreegenskaber
1. BMW 1. Lexus 1. Mercedes-Benz
2. Mercedes-Benz 2. Mercedes-Benz 2. Toyota
3. Volvo 3. BMW 3. Subaru
Loyalitet overfor bilmærket
1. BMW 1. Lexus 1. Subaru
2. Mercedes-Benz 2. Toyota 2. Toyota
3. Tesla 3. Mercedes-Benz 3. Mercedes-Benz
Oplevelser ved køb af bil
1. Toyota 1. Lexus 1. Honda
2. BMW 2. Toyota 2. Toyota
3. Volvo 3. Mazda 3. Subaru
Service af bil på værksted
1. Toyota 1. Lexus 1. Toyota
2. Honda 2. Toyota 2. Subaro
3. Suzuki 3. Ford 3. Honda

Since 2016 Bayern AutoGroup has worked in depth with Loyalty Group and the AutoIndex results in the ONE BMW family. More specifically, Bayern AutoGroup has had a specified AutoIndex analysis prepared each year for its own customers on store level.
The work has resulted in changed business procedures, updated guidelines and a general optimization of Bayern AutoGroup. The result is indisputable – Increased customer satisfaction, increased employee satisfaction and increased earnings at Bayern AutoGroup.

CEO & Director Aftermarket, Bayern AutoGroup


Mikkel and his team at Loyalty Group is a strong counterpart in customer satisfaction: Challenging us, bringing strong advices, capitalizing on fine-tuned industry benchmarks in order to make us stronger and more efficient. Working with Loyalty Group is a big step ahead for all of us!

CEO, BMW Norway

For Toyota Denmark, Loyalty Group’s annual AutoIndex results are probably the most important supplement to customer satisfaction analyzes and VoC. The study provides a detailed insight into the customers’ experience with our products and services, and gives us new knowledge and theses to work on. Therefore, the results are presented and shared with a large part of the organization, from top management to specialist level, as we all work to improve
the customer journey and develop the business.

 Senior Specialist, Toyota Denmark A/S


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