Customer satisfaction for US carmakers falls, says index

Article by Anita Panait, on August 28, 2013

While light-vehicle sales in the United States are making a welcomed recovery, customer satisfaction dropped in 2013 for the first time in two years, according to the American Customer Satisfaction Index. The survey found that customer satisfaction with autos and light vehicles fell 1.2 percent to an industry-wide average of 83, from a highest score of 100. Despite the drop in satisfaction levels this year, the auto industry's customer satisfaction score remains higher than the original baseline of 79 in 1994.

According to the authors of the study, the slight fall in satisfaction could be due to prior improvements in customer satisfaction with the auto industry. The authors remarked that "higher levels of customer satisfaction create greater customer expectations that automakers are then challenged to meet, let alone exceed." David VanAmburg, director of ACSI, told Automotive News that while the slight drop in satisfaction isn't "cataclysmic" for carmaker, they should still take note and be wary of declining pent-up demand and excess production.

He added that this is particularly true for local carmakers, which are losing ground to foreign manufacturers in perceived quality. European carmakers ranked first in the index with a satisfaction score of 84.7, followed by Asian carmakers with a score of 84.1. Among brands, Mercedes-Benz ranked first in the index with a score of 88. The German carmaker followed by Lexus with a score of 87.

Ranking third are Japanese carmakers Subaru, Toyota and Honda with a score of 86. GMC and Cadillac ranked in fourth with a score of 85. The American Customer Satisfaction Index is based on phone and e-mail interviews with 4,078 recent customers randomly picked between April 6 and May 22. It measures customer satisfaction with the quality of 20 foreign and domestic nameplates.

Topics: united states

If you liked the article, share on:

Comments

Login or Create new account to add a comment!

Recommended

Cadillac’s CT6 full-size prestige-luxury sedan is still somewhat new. It has been offered to the global auto market for two model years – 2016 and 2017. But for those who...
by - February 19, 2017
In many industries, it is the rivalries that make things exciting. In basketball for example, there is the well-known rivalry between the Los Angeles Lakers against the Boston Celtics. For...
by - February 19, 2017
Now on sale in several major markets around the world including Europe, the BMW 5 Series (G30) heralds the arrival of the new seventh generation and represents a whole new...
by - February 19, 2017
Just recently, it was speculated that a new Porsche Cayman GT4 RS is coming. There is no official confirmation yet from the German sports car maker, but the arrival of...
by - February 18, 2017
Will there be a BMW M4 CS? Apparently, there is a Club Sport version of the BMWM4 after it was sighted in California doing a shoot for a new commercial...
by - February 18, 2017
Facebook

Youtube Channel

Tip Us
Do you have a tip for us?
Did you film an important event?
Contact us
Newsletter
Subscribe to our newsletter!
Subscribe
Galleries