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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

Company 2021 2022 % Change
Mass Market 77 77 0.0%
Subaru 81 80 -1%
Toyota 79 80 1%
Chevrolet (GM) 76 78 3%
Hyundai 79 78 -1%
Mazda 79 78 -1%
Ram (Stellantis) 80 78 -3%
Buick (GM) 77 77 0%
Honda 82 77 -6%
Nissan 78 77 -1%
Volkswagen 77 77 0%
Ford 78 76 -3%
GMC (GM) 78 76 -3%
Jeep (Stellantis) 76 76 0%
Kia 77 76 -1%
Dodge (Stellantis) 78 74 -5%
Chrysler (Stellantis) 70 72 3%
Mitsubishi 71 72 1%

Satisfaction Benchmarks by Company

Luxury Nameplates

Company 2021 2022 % Change
Luxury 78 80 2.6%
Lexus (Toyota) 81 84 4%
Acura (Honda) 76 82 8%
Audi (Volkswagen) 80 82 3%
Infiniti (Nissan) 75 82 9%
Cadillac (GM) 77 80 4%
Tesla 80 80 0%
Mercedes-Benz 78 79 1%
BMW 81 77 -5%
Volvo 77 76 -1%
Lincoln (Ford) 76 75 -1%

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

Connect With ACSI

Connect With ACSI

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