Customers are becoming stricter: average rating of car dealers decreases in Russia

The market for used and new cars is changing not only in prices – along with it, the demands of customers are increasing. According to fresh data from the Customer Service Index (CSI) by Auto.ru, Russians are becoming much more active in expressing their opinions about the performance of car dealers. From January to October 2025, the number of reviews increased by 29% compared to the same period last year, but the ratings noticeably declined. Particularly loyalty ratings dropped sharply: 7% less customers are willing to return to the same dealership or recommend it to acquaintances. Additionally, ratings for phone consultations decreased by 3%. Experts attribute this to rising expectations and increased competition. If buyers used to overlook minor imperfections, they now evaluate dealerships based on strict criteria ranging from service levels to accuracy of information about the car.