Patience is wearing thin: Customers deliver harsh verdict to Russian car dealers

According to Auto.ru, from January to October 2025, the number of user reviews increased by 29% compared to the same period last year, however, the average score for most evaluation criteria decreased. The Customer Service Index (CSI) shows that the most significant decline is observed in the number of customers willing to return to the car dealership for a repeat purchase or recommend it to their friends. This indicator decreased by approximately 7%. Quality ratings for phone consultations also decreased by 3%. According to Auto.ru’s Commercial Director Daniil Shkurygin, this trend indicates an increase in customer demands and an intensification of competitive pressure. He noted that the increase in responses reflects a higher level of audience interest, while the decrease in average ratings signals that companies may not always respond promptly to changing needs.