Automobiles
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AUTOMOBILES
ACSI insights add context to the extensive brand research conducted by automakers. In such a dynamic and highly competitive industry, it’s vital for brands to examine their performance from multiple angles. As the only national, cross-industry measure of customer satisfaction within the U.S. we are uniquely positioned to identify brands’ strengths and pain-points relative to their biggest competitors.
At a glance:
Automobiles
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2023
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Companies:
23 major companies/brands, plus aggregate of smaller nameplates
Satisfaction Benchmarks by Industry
Automobiles
Industry | 2022 | 2023 | % Change |
---|---|---|---|
Automobiles | 77 | 79 | 3% |
Satisfaction Benchmarks by Company
First Hidden Column | Company | 2022 | 2023 | % Change |
---|---|---|---|---|
0 | Mass-Market Nameplates | 77 | 79 | 3% |
1 | Ram (Stellantis) | 78 | 74 | -5% |
1 | Buick (GM) | 77 | 79 | 3% |
1 | Honda | 77 | 81 | 5% |
1 | Nissan | 77 | 76 | -1% |
1 | Volkswagen | 77 | 75 | -3% |
1 | Ford | 76 | 77 | 1% |
1 | GMC (GM) | 76 | 79 | 4% |
1 | Jeep (Stellantis) | 76 | 74 | -3% |
1 | Kia | 76 | 77 | 1% |
1 | Dodge (Stellantis) | 74 | 75 | 1% |
1 | Chrysler (Stellantis) | 72 | 71 | -1% |
1 | Hyundai | 78 | 78 | 0% |
1 | Mazda | 78 | 80 | 3% |
1 | Subaru | 80 | 82 | 3% |
1 | Toyota | 80 | 84 | 5% |
1 | Chevrolet (GM) | 78 | 79 | 1% |
1 | All Others | 77 | 79 | 3% |
Satisfaction Benchmarks by Company
First Hidden Column | Company | 2022 | 2023 | % Change |
---|---|---|---|---|
0 | Luxury Nameplates | 80 | 81 | 1% |
1 | Cadillac (GM) | 80 | 82 | 3% |
1 | Tesla | 80 | 83 | 4% |
1 | Mercedes-Benz | 79 | 80 | 1% |
1 | BMW | 77 | 80 | 4% |
1 | Lexus (Toyota) | 84 | 83 | -1% |
1 | Acura (Honda) | 82 | 79 | -4% |
1 | Audi (Volkswagen) | 82 | 80 | -2% |
1 | All Others | 80 | 81 | 1% |
Satisfaction Benchmarks by Company
Automobiles
Company | 2022 | 2023 | % Change |
---|---|---|---|
All Others (Mass-Market and Luxury Nameplates) | 75 | 76 | 1% |
Mass-Market Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
Benchmarks | 2022 | 2023 |
---|---|---|
Driving performance (handling, braking, steering, overall drivability) | 81 | 84 |
Vehicle safety (seat belts, air bags, headrests, anti-lock brakes, warning systems) | 81 | 84 |
Dependability (engine, parts, breakdowns) | 81 | 83 |
Quality of mobile app | 79 | 83 |
Comfort (seating, ride, quietness) | 81 | 82 |
Exterior (look, paint, trim, overall style) | 80 | 82 |
Website satisfaction | 80 | 82 |
Interior (look, space, cargo capacity, features, material quality) | 80 | 81 |
Reliability of mobile app (minimal down time, crashes, lags) | 80 | 81 |
Gas mileage | 74 | 78 |
Technology (controls, displays, audio, navigation, video systems) | 78 | 78 |
Warranties (powertrain, comprehensive) | 75 | 78 |
Luxury Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
Benchmarks | 2022 | 2023 |
---|---|---|
Quality of mobile app | 82 | 86 |
Reliability of mobile app (minimal down time, crashes, lags) | 82 | 86 |
Driving performance (handling, braking, steering, overall drivability) | 82 | 85 |
Comfort (seating, ride, quietness) | 84 | 84 |
Exterior (look, paint, trim, overall style) | 82 | 84 |
Vehicle safety (seat belts, air bags, headrests, anti-lock brakes, warning systems) | 83 | 84 |
Website satisfaction | 82 | 84 |
Dependability (engine, parts, breakdowns) | 81 | 83 |
Technology (controls, displays, audio, navigation, video systems) | 82 | 83 |
Interior (look, space, cargo capacity, features, material quality) | 83 | 82 |
Warranties (powertrain, comprehensive) | 79 | 82 |
Gas mileage | 76 | 80 |
Industry averages are weighted by companies’ market shares.
2023 results based on data collected July 2022 – June 2023.