Advertisement
Find a Car
Go!

Despite Strong Car Sales, Customer Satisfaction Is Slipping

Follow Richard

2013 American Customer Satisfaction Index

2013 American Customer Satisfaction Index

Enlarge Photo

U.S. auto sales are on a tear, but according to the latest report from American Customer Satisfaction Index, drivers are less happy with their rides than they were one year ago.

To gather that data, ACSI conducts interviews with 70,000 customers each year, asking respondents to rate their satisfaction with various companies on a scale of 0 (very dissatisfied) to 100 (completely satisfied).

The good news is that auto satisfaction scores are still high compared to before the Great Recession. On average, automakers have received scores of 83 since the recession, but were ranked at about 80 prior to the economic turmoil. 

The bad news -- at least for Detroit fans -- is that U.S. brands aren't faring as well as their Asian and European counterparts. As you'll see from the chart above, only two of the eight brands that score above the industry average (83) hail from Detroit: Cadillac and GMC. By contrast, the three worst-ranked auto brands are all American: Chevrolet, Dodge, and Jeep. Taken as a whole, Ford and General Motors brands are running neck-and-neck, while Chrysler lags in satisfaction.

That said, there's plenty of bad news to go around: 33 percent of Asian brands lost ground in ACSI's 2013 study, as did 66 percent of European brands. On those fronts, BMW and Hyundai suffered the biggest setbacks.

In all, satisfaction has fallen 1.2 percent from 2012 to 2013. According to the report, this ought to serve as a wake-up call: "The current dip in customer satisfaction should be seen as a warning signal to automakers — once pent-up demand has run its course, continued sales growth will go to companies that retain their own customers and to those that attract competitors’ customers."

If you'd like a copy of ACSI's full report, you can find one here, though you'll need to fill out a short form to get it. Use your spam email address, just to be safe. 

___________________________________________

Follow The Car Connection on FacebookTwitter and Google+.

Advertisement
 
Follow Us

 

Have an opinion?

  • Posting indicates you have read this site's Privacy Policy and Terms of Use
  • Notify me when there are more comments
Comments (3)
  1. This mean nothing at all .Jeep and GM had recalls at the time of the survey so they were effected by the fresh recalls.The point differentials are so minor and for the price up charge for the Lexus or Mercedes it makes Ford the ultimate bargain.These figure were not extrapolated to have them make any sense so you can't make any conclusion .
     
    Post Reply
    Vote
    Bad stuff?

  2. Not surprising to see Chevy take such a big fall this last year, I always used to swear by them but my last few have been awful!
     
    Post Reply
    Vote
    Bad stuff?

  3. All I have to say is that I have never been contacted by ASCI and I have owned my 2011 Dodge Charger, completely trouble free, for over 2 years now. Best car I have ever owned.
     
    Post Reply
    Vote
    Bad stuff?

 

Have an opinion? Join the conversation!

Advertisement
Advertisement
Try My Showroom
Save cars, write notes, and comparison shop with hi-res photos.
Add your first car
Take Us With You!
   
Advertisement

 
© 2014 The Car Connection. All Rights Reserved. The Car Connection is published by High Gear Media. Stock photography by izmo, Inc. Send us feedback.