

Automobiles
An independent and accurate measure of driver satisfaction
Lean into the luxury and mass-market spaces with competitive, science-based analysis.
AUTOMOBILES
The dynamic and highly competitive automotive landscape is at the beginning of a new era that requires insights into consumer needs along with the foresight to anticipate future behaviors. Use ACSI’s expertise to identify both growth drivers and challenges facing automakers.
At a glance:
Automobiles
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2022
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Companies:
27 major companies/brands, plus aggregate of smaller nameplates
Satisfaction Benchmarks by Industry
Automobiles
Industry | 2021 | 2022 | % Change |
---|---|---|---|
Automobiles | 78 | 77 | -1.3% |
Satisfaction Benchmarks by Company
Mass-Market Nameplates
First Hidden Column | Company | 2021 | 2022 | % Change |
---|---|---|---|---|
0 | Mass-Market Nameplates | 77 | 77 | 0% |
1 | Dodge (Stellantis) | 78 | 74 | -5% |
1 | Chrysler (Stellantis) | 70 | 72 | 3% |
1 | Mitsubishi | 71 | 72 | 1% |
1 | Ram (Stellantis) | 80 | 78 | -3% |
1 | Buick (GM) | 77 | 77 | 0% |
1 | Honda | 82 | 77 | -6% |
1 | Nissan | 78 | 77 | -1% |
1 | Volkswagen | 77 | 77 | 0% |
1 | Ford | 78 | 76 | -3% |
1 | GMC (GM) | 78 | 76 | -3% |
1 | Jeep (Stellantis) | 76 | 76 | 0% |
1 | Kia | 77 | 76 | -1% |
1 | Subaru | 81 | 80 | -1% |
1 | Toyota | 79 | 80 | 1% |
1 | Chevrolet (GM) | 76 | 78 | 3% |
1 | Hyundai | 79 | 78 | -1% |
1 | Mazda | 79 | 78 | -1% |
Satisfaction Benchmarks by Company
Luxury Nameplates
First Hidden Column | Company | 2021 | 2022 | % Change |
---|---|---|---|---|
0 | Luxury | 78 | 80 | 3% |
1 | Volvo | 77 | 76 | -1% |
1 | Lincoln (Ford) | 76 | 75 | -1% |
1 | Lexus (Toyota) | 81 | 84 | 4% |
1 | Acura (Honda) | 76 | 82 | 8% |
1 | Audi (Volkswagen) | 80 | 82 | 3% |
1 | Infiniti (Nissan) | 75 | 82 | 9% |
1 | Cadillac (GM) | 77 | 80 | 4% |
1 | Tesla | 80 | 80 | 0% |
1 | Mercedes-Benz | 78 | 79 | 1% |
1 | BMW | 81 | 77 | -5% |
Satisfaction Benchmarks by Company
Automobiles
Company | 2021 | 2022 | % Change |
---|---|---|---|
All Others (Luxury and Mass Market) | 78 | 75 | -4% |
Benchmarks by Category
Customer Experience Benchmarks Year-Over-Year Category Trends
Mass-Market Benchmarks | 2021 | 2022 |
---|---|---|
Comfort (seating, ride, quietness) | 80 | 81 |
Dependability (engine, parts, breakdowns) | 81 | 81 |
Driving performance (handling, braking, steering, overall drivability) | 81 | 81 |
Vehicle safety (seat belts, air bags, headrests, anti-lock brakes, warning systems) | 82 | 81 |
Exterior (look, paint, trim, overall style) | 81 | 80 |
Interior (look, space, cargo capacity, features, material quality) | 80 | 80 |
Reliability of mobile app (minimal down time, crashes, lags) | 79 | 80 |
Website satisfaction | 79 | 80 |
Quality of mobile app | 79 | 79 |
Technology (controls, displays, audio, navigation, video systems) | 77 | 78 |
Warranties (powertrain, comprehensive) | 76 | 75 |
Gas mileage | 76 | 74 |
Benchmarks by Category
Customer Experience Benchmarks Year-Over-Year Category Trends
Luxury Benchmarks | 2021 | 2022 |
---|---|---|
Comfort (seating, ride, quietness) | 82 | 84 |
Interior (look, space, cargo capacity, features, material quality) | 82 | 83 |
Vehicle safety (seat belts, air bags, headrests, anti-lock brakes, warning systems) | 82 | 83 |
Driving performance (handling, braking, steering, overall drivability) | 81 | 82 |
Exterior (look, paint, trim, overall style) | 81 | 82 |
Quality of mobile app | 78 | 82 |
Reliability of mobile app (minimal down time, crashes, lags) | 78 | 82 |
Technology (controls, displays, audio, navigation, video systems) | 80 | 82 |
Website satisfaction | 79 | 82 |
Dependability (engine, parts, breakdowns) | 81 | 81 |
Warranties (powertrain, comprehensive) | 78 | 79 |
Gas mileage | 76 | 76 |