Customer Satisfaction Drops for Most Automakers

By Staff Writer August 20, 2019

Customer satisfaction with automobiles and light vehicles plummeted 3.7 percent to a score of 79 (on a scale of 0 to 100), according to a recent report.

This is well below last year’s score of 82 and a level not seen in the industry since 2015, reports the American Customer Satisfaction Index’s (ACSI) Automobile Report 2018-2019. Quality, value, and key aspects of the driver experience have deteriorated, according to car buyers.

European brands still lead Asian and U.S. cars despite a one-point downturn to 81. U.S. automakers gained back a point to 78, trailing European cars by the same gap seen in 2018. Asian manufacturers fall to their lowest score in five years following a dip to 79.

Despite these declining scores, customer satisfaction with luxury cars continued to outperform the mass market.

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Last modified on Wednesday, 28 August 2019 14:12