Overall driver satisfaction with the auto industry is at it’s lowest point in 5 years, says the American Customer Satisfaction Index (ACSI). Claes Fornell, the ACSI Chairman and founder said “The ongoing erosion in customer satisfaction does nothing to help the economy’s ability to generate consumer demand.”
In spite of the overall gloom, Mercedes-Benz topped the newly released U.S. customer satisfaction survey list today…”Imports retain a significant advantage in driver satisfaction,” the report said. Subaru and Lexus followed Mercedes-Benz…coming in second and third. Buick was the only American car maker to even rank above the ACSI industry average. Surprisingly, Audi and Acura came in at the bottom of the heap along with Dodge and Jeep. Ford, Nissan, Hyundai and Chrysler all tied with a score just below the industry average.
“Customer satisfaction with automakers is down for a second straight year,” said the report’s authors in a public statement. “The only brands to improve are domestic: Chevrolet and Buick.” Given the recent GM recalls, it’s surprise on top of surprise. Cadillac however…also under the General Motors umbrella…dropped 6 percent below last year’s showing.
The underlying good news for American car makers says Edmunds.com…they continue to narrow the gap with their Asian and European competitors.
