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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:

    2021

  • 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

Connect With ACSI

Connect With ACSI

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