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:
2021
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Companies:
27 major companies/brands, plus aggregate of smaller nameplates
Benchmarks by Industry
Mass-Market Nameplates
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2020 | 2021 |
|---|---|---|
| Vehicle safety (seat belts, air bags, headrests, anti-lock brakes, warning systems) | 82 | 82 |
| Dependability (engine, parts, breakdowns) | 82 | 81 |
| Driving performance (handling, braking, steering, overall drivability) | 82 | 81 |
| Exterior (look, paint, trim, overall style) | 81 | 81 |
| Comfort (seating, ride, quietness) | 81 | 80 |
| Interior (look, space, cargo capacity, features, material quality) | 81 | 80 |
| Quality of mobile app | 81 | 79 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 79 |
| Website satisfaction | 81 | 79 |
| Technology (controls, displays, audio, navigation, video systems) | 78 | 77 |
| Gas mileage | 76 | 76 |
| Warranties (powertrain, comprehensive) | 76 | 76 |
*Industry averages are weighted by companies’ market shares.
Benchmarks by Industry
Luxury Nameplates
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2020 | 2021 |
|---|---|---|
| Comfort (seating, ride, quietness) | 84 | 82 |
| Interior (look, space, cargo capacity, features, material quality) | 84 | 82 |
| Vehicle safety (seat belts, air bags, headrests, anti-lock brakes, warning systems) | 83 | 82 |
| Dependability (engine, parts, breakdowns) | 82 | 81 |
| Driving performance (handling, braking, steering, overall drivability) | 83 | 81 |
| Exterior (look, paint, trim, overall style) | 83 | 81 |
| Technology (controls, displays, audio, navigation, video systems) | 82 | 80 |
| Website satisfaction | 82 | 79 |
| Quality of mobile app | 82 | 78 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 78 |
| Warranties (powertrain, comprehensive) | 80 | 78 |
| Gas mileage | 77 | 76 |
*Industry averages are weighted by companies’ market shares.
Satisfaction Benchmarks by Company
Automobiles
| Company | 2020 | 2021 | % Change |
|---|---|---|---|
| Automobiles | 78 | 78 | 0.0% |
| Honda | 79 | 82 | 4% |
| BMW | 78 | 81 | 4% |
| Lexus (Toyota) | 82 | 81 | -1% |
| Subaru | 79 | 81 | 3% |
| Audi (Volkswagen) | 80 | 80 | 0% |
| Ram (Stellantis) | 80 | 80 | 0% |
| Tesla | NM | 80 | NA |
| Hyundai | 76 | 79 | 4% |
| Mazda | 78 | 79 | 1% |
| Toyota | 80 | 79 | -1% |
| All Others (Luxury & Mass Market) | 76 | 78 | 3% |
| Dodge (Stellantis) | 75 | 78 | 4% |
| Ford | 76 | 78 | 3% |
| GMC (GM) | 78 | 78 | 0% |
| Mercedes-Benz | 80 | 78 | -3% |
| Nissan | 76 | 78 | 3% |
| Buick (GM) | 76 | 77 | 1% |
| Cadillac (GM) | 80 | 77 | -4% |
| Kia | 77 | 77 | 0% |
| Volkswagen | 78 | 77 | -1% |
| Volvo | 78 | 77 | -1% |
| Acura (Honda) | 77 | 76 | -1% |
| Chevrolet (GM) | 76 | 76 | 0% |
| Jeep (Stellantis) | 76 | 76 | 0% |
| Lincoln (Ford) | 77 | 76 | -1% |
| Infiniti (Nissan) | 79 | 75 | -5% |
| Mitsubishi | 77 | 71 | -8% |
| Chrysler (Stellantis) | 73 | 70 | -4% |
NM – Not measured NA – Not available