ACSI annual reporting shows the automobile industry bouncing back after three years of declining customer satisfaction. The overall industry is up 3.8% to 82 on ACSI’s 100-point scale, with scores tightening between domestic and international manufacturers.
While foreign-made autos have long held the customer satisfaction advantage, domestics are catching up, rising to 81 overall compared with Europe and Asian carmakers at 82.
Among domestic automakers, Ford keeps its lead, stepping up to 84, followed by GM (81) and Fiat Chrysler (78). Although U.S. auto sales were down in August, with signs that demand may have peaked, the good news for Detroit is that higher levels of customer satisfaction will make American autos more competitive.
Luxury cars have dominated the driver satisfaction rankings for years, but the industry’s top tier is now evenly split between mass market and luxury vehicles. Brand exclusivity may no longer be enough for luxury plates if consumers are finding little difference between premium and lower-priced vehicles. Across the top 10 plates for customer satisfaction, Ford’s Lincoln leads at 87, with Honda at 86. German luxury plate BMW is deadlocked with Toyota-branded vehicles at 85, while GMC and Subaru lock horns with upscale Infiniti and Lexus (all 84).