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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

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2023

  • 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

Mass-Market Nameplates
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

Luxury Nameplates
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.

Connect With ACSI

Connect With ACSI

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