Customer Satisfaction Drops

By Staff Writer August 26, 2020
Ram made its first appearance at the top of the mass-market list with a steady score of 80 Ram made its first appearance at the top of the mass-market list with a steady score of 80

Overall customer satisfaction with automobiles and light vehicles slid 1.3 percent to a score of 78 (out of 100), and 17 brands posted downturns year over year, according to the American Customer Satisfaction Index (ACSI) Automobile Report 2019-2020.

7 brands posted downturns year over year, according to the American Customer Satisfaction IndexCustomer satisfaction decreased across all automakers – both foreign and domestic – for the second straight year and now sits at its lowest level in five years. European manufacturers hold their lead over Asian and U.S. cars despite a two-point downturn to 79. U.S. automakers also fell two points to 76, trailing European cars by the same gap seen in 2019. Asian manufacturers slipped just one point to 78.

“The drop in satisfaction was more alarming a year ago, with 21 of 27 nameplates registering ACSI declines, but this ongoing slide pulls the auto industry into uncharted waters,” said David VanAmburg, managing director at the ACSI. “After a 4.9 percent customer satisfaction drop over the last two years, automobiles and light vehicles hit an industry low not seen since 1999 and far below the peak score of 84.”

Customer satisfaction dropped this year

Customer satisfaction with the mass-market segment faded again, down 1 percent to an ACSI score of 77. Just under half of the measured brands show declines year over year. Ram made its first appearance at the top of the mass-market list with a steady score of 80, tying Toyota, which dipped 1 percent.

Honda and Subaru tied for second. Subaru continues to be number one for safety among mass-market vehicles.

GMC, unchanged at 78, tied for third place with Mazda and Volkswagen, which inched up 1 percent each. Kia and Mitsubishi also climbed 1 percent a piece to 77.

A large group of mass-market plates are deadlocked with scores of 76.

Luxury nameplates lost their luster as customer satisfaction deteriorated with every measured brand, according to the ASCI report. The segment backtracked 4 percent to an ACSI score of 79. Despite falling 2 percent to 82, Lexus leads all luxury vehicles for a fourth consecutive year. Bit score marks an all-time low for the brand. Three luxury cars tie for second place with scores of 80: Audi (down 2 percent), Cadillac (down 1 percent), and Mercedes-Benz (down 4 percent).

Four nameplates stumbled into the upper 70s. Infiniti tumbles 4 percent to 79. BMW and Volvo each plummet 5 percent to 78 – a record low for both brands. Acura and Lincoln tied for the lowest score in the luxury segment at 77.

The ACSI Automobile Report 2019-2020 covering both domestic and foreign automobile nameplates is based on interviews with 10,414 customers, chosen at random and contacted via email between July 1, 2019, and June 14, 2020.

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Last modified on Thursday, 27 August 2020 14:47