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

Nearly a decade after Opel and sister brand Vauxhall introduced the Insignia large family car, these companies are now getting ready to unveil the second generation of this offering from...
by - December 7, 2016
After we caught a glimpse of the revamped Amarok, VW Australia once again wants to give its ute a sinister look inspired by the Mad Max movie franchise. The “Korama”...
by - December 7, 2016
Customers in the European market are known for leaning towards style and with this in mind, Nissan has revealed the special LEAF Black Edition. While the production run of this...
by - December 7, 2016
When Volkswagen unveiled the VW Atlas, it declared that this SUV is being developed for the United States and is set to arrive as a 2018 model. It also unveiled...
by - December 7, 2016
Did you miss the opportunity to get a brand new Dodge Viper? Well, here’s something you don’t want to miss. Dodge has announced a “final call” for orders for its...
by - December 6, 2016
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