Lincoln topped the American Consumer Satisfaction Index for the second quarter of 2012, reflecting a loyal, although dwindling, core group of buyers.
Lincoln took the lead in a key customer satisfaction survey in the second quarter of 2012, reflecting a loyal, though dwindling core group of buyers, while at the other end of the spectrum, Chrysler continued to bring up the rear although it is showing improvement.
Ann Arbor, Mich.-based American Customer Satisfaction Index said that overall, aggregate customer satisfaction stayed flat at 75.9 on a 100-point scale.
Domestic nameplates showed the greatest improvement overall, but they continue to trail both European and Asian cars. Among the U.S. automakers, Ford continues to hold the lead at 86 (+1%), followed by an unchanged General Motors at 84. Chrysler stayed in last place overall, but made the most progress in customer satisfaction with a 4% surge to 81.
As in most years, luxury brands set the pace in customer satisfaction, ACSI said. Lincoln led the survey with a score of 90 (+5), followed closely by Toyota’s Lexus brand at 89, up 2% from its industry-leading score last year. Likewise, GM’s Buick nameplate gained 2% to 87, while Cadillac dipped 1% to 86. Germany’s BMW rebounded from a sharp decline a year ago by jumping 4% to tie Cadillac at 86. BMW regained its customer satisfaction prowess at the same time as the company achieves its second-best-ever operating profit.