Employees Are Happier. Customers Aren’t. What’s Going On?

In this episode of the SATISFYD Podcast, we sit down with Tim Koirtyohann of TSSI to unpack one of the most surprising findings from the 2026 CX + EX Benchmark Report.Employee sentiment is up. Customer experience is down.So what’s really happening inside dealerships?Tim shares a candid perspective from the front lines of recruiting and workforce strategy, explaining why improving employee experience doesn’t automatically translate to better customer outcomes.From hiring practices that create disconnects on day one, to leadership gaps, culture misalignment, and the real cost of “lip service,” this conversation gets into what’s actually driving performance inside dealer organizations.If you’re thinking about retention, hiring, and how to connect your team to the customer experience you promise, this episode is a must-listen.Download 2026 Employee and Customer Experience Benchmark Report