While the continuing uncertainties of the global pandemic may mean
a slow recovery for many industries, including automotive, new data indicates another hurdle to overcome: an ongoing trend of declining customer satisfaction.
Seventeen auto brands are posting
downturns in scores, year over year, according to data from the American Customer Satisfaction Index (ACSI).
The auto industry declined 1.3% to an ACSI score of 78 (100-point scale),
adding to the drop of roughly 4% from last year. This brings automobiles and light vehicles to a nearly unprecedented industry low, reached previously only in 1999 — and far below the peak score of
Despite a 2% decline to 82, Lexus is the top-ranked car for customer satisfaction for a fourth straight year. Leading both the industry as a whole and the luxury segment, Lexus comes
in number one for product quality according to its customers. Nevertheless, Lexus now sits at an all-time low score, below its historic ACSI average of 86.
Three luxury cars tie for
second place with scores of 80: Audi (Volkswagen), Cadillac (General Motors), and Mercedes-Benz. Cadillac comes closest to holding satisfaction stable (-1%),…
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