Customer Satisfaction With Automobiles Drops to Lowest Point Since 2004

August 26, 2015

This article is included in these additional categories:

Automotive | Customer Satisfaction | Top Brands

ACSI-Customer-Satisfaction-Automobiles-Aug2015Source: American Customer Satisfaction Index (ACSI) [download page]

    Notes: Customer satisfaction with automobiles has dropped 3 points this year to an index of 79 on the ACSI’s 100-point scale, marking its third consecutive year of declines and the lowest rating since 2004 (also 79). In fact, just 2 of the 27 nameplates tracked (Honda Acura and BMW) improved their satisfaction rating from last year. The report traces the drop to higher recalls, with car owners reporting a 40% increase in recalls compared to Q2 2014.

    The study finds higher satisfaction among car buyers with foreign-made cars over domestic ones, as 77% of the above-average nameplates are imports. Toyota’s Lexus (84) scored highest among all vehicles, while Fiat Chrysler had the lowest score (73).

      Related: What Americans Find Most Important in a New Vehicle, by Generation

        About the Data: The ACSI report is based on interviews with 4,294 customers chosen at random and contacted via email between April 22 and June 5, 2015. Customers were asked to evaluate their recent purchase and experiences with automobiles manufactured by the largest companies in terms of market share, plus an aggregate category consisting of “all other” and thus smaller auto nameplates.

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