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
-
Inaugural year:
1994
-
Updated:
annually
-
Most recent data:
2022
-
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 |