General Motors
gm.com ↗In their words
“GM's dealership NPS is negative 73; only 16% of technicians believe the industry is attractive.”
“GM retained 64 percent of its customers despite inventory constraints throughout the year.”
“General Motors tops manufacturer loyalty for sixth consecutive year with 69% customer retention rate, driven by SUV and pickup truck lines.”
NPS disclosures (5)
GMC secured first place among premium segment brands in the J.D. Power 2026 Mexico Customer Service Index Study.
Two GM brands took a significant hit in the latest Customer Satisfaction Index scores.
GM's dealership NPS is negative 73; only 16% of technicians believe the industry is attractive.
Cadillac's Net Promoter Scores for the brand and dealer network were disappointing, according to executive commentary.
…Focused on increasing net promoter scores across all regions aligning with our aspiration to become a leading customer experience company •
Retention disclosures (9)
Low automotive sector inventory has cut sharply into customer retention for Chevy Bolt EV over time.
GM won top loyalty honors, but a chronic vehicle-inventory shortage is hurting customer loyalty to auto brands according to industry analysts.
GM retained 64 percent of its customers despite inventory constraints throughout the year.
General Motors tops manufacturer loyalty for sixth consecutive year with 69% customer retention rate, driven by SUV and pickup truck lines.
General Motors retained its position as the leader in automotive manufacturer loyalty in the Automotive Loyalty Awards.
General Motors launched 'My GM Rewards' loyalty program using points-based system to drive customer retention.
General Motors rolled out extended add-on warranties to help shore up customer loyalty.
Churn (DirecTV U.S.): 1.5% (Q1 2003) — “DirecTV's monthly customer churn rate fell to 1.5 percent during the quarter, representing the lowest level attained in a first quarter in four years.”
Churn (DIRECTV): 1.7% (2001) — “In 2001, DIRECTV's net subscriber churn rate was about 1.7% per month, compared to a reported average monthly churn rate of about 2.5% for the cable television industry.”
Lighthouse companies in Automotive (makers, dealers, parts)
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.