10:29 am, June 3, 2026
Chinese car brands aren’t just grabbing market share but they’re also delivering excellent customer experiences.
That’s the conclusion from the latest Carblah Customer Experience Index, which reveals punters are loving Chinese car brands as they make things ‘clear, fair and easy’.
The Index – which analyses and aggregates real customer sentiment – shows Omoda finished in first place for customer experience, followed by its sister brands Chery and Jaecoo, with Leapmotor and GWM also making in the top five.
Lexus is the highest-performing of the premium brands, while Rolls-Royce tops the luxury and performance sector.
Carblah said the latest findings show a ‘huge shift’ in customers’ expectations, with buyers no longer equating price with experience, and how customer experience is delivered by dealers and not car manufacturers.
It added that this shift is ‘accelerating pressure’ on established OEMs to ‘modernise their retail and aftersales experience’.
The full rankings are listed below.
Steve Fowler, journalist and Carblah co-founder said: ‘What this Index shows is simple: customers reward brands that treat them well.
‘Challenger and value-driven brands are winning because they make things clear, fair and easy – and that’s what people want. When new entrants outperform long-established premium names, it’s a sign that the market is finally listening to consumers rather than relying on reputation.’
Michael Yeates, managing director and co-founder of Carblah, added: ‘The data is unambiguous: customer experience drives trust and trust drives margin. The brands that simplify the journey and remove friction are the ones outperforming the market.
‘Customer experience is delivered by retailers, not OEMs – and some OEMs will be disappointed in the networks representing them.
‘The strongest performers in this Index are proving that when customers trust you, they don’t just stay with you, they spend more with you.’
The latest Index is the second of its type after the first was launched last month.
The inaugural Index focused on dealers and awarded 29 businesses for customer satisfaction. Howards Group came out in first place and was awarded a ‘Diamond’ rating; a second ‘Retailers Index’ is scheduled to be published in October.
The Carblah platform was launched last year and aggregates and analyses customer reviews of cars and dealers.
Carblah Mainstream Brand Customer Experience Index
1. Omoda
2. Chery
3. Jaecoo
4. Leapmotor
5. GWM
6. Changan
7. Dacia
8. Geely
9. BYD
10. MG
11. Abarth
12. Cupra
13. Renault
14. Hyundai
15. Toyota
16. Peugeot
17. Kia
18. Mazda
19. Seat
20. Skoda
21. Citroen
22. Suzuki
23. Vauxhall
24. Honda
25. Fiat
26. Nissan
27. Subaru
28. Jeep
29. Smart
30. Mini
31. Ford
32. Volkswagen
Carblah Premium Brand Customer Experience Index
1. Lexus
2. Alpine
3. Genesis
4. Alfa Romeo
5. Polestar
6. Volvo
7. DS
8. Land Rover
9. Mercedes-Benz
10. Jaguar
11. BMW
12. Audi
Carblah Luxury and Performance Brand Customer Experience Index
1. Rolls-Royce
2. Aston Martin
3. Ferrari
4. Lotus
5. Maserati
6. Lamborghini
7. Bentley
8. McLaren
9. Porsche
10. Ineos
