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Posts Tagged ‘American Customer Satisfaction Index’

Lincoln Nabs Top Spot in Customer Satisfaction Survey

Detroit automakers gaining ground on Japanese, Korean counterparts.

by on Aug.24, 2016

Lincoln is tops on the latest ACSI survey of new vehicle buyers in 2016.

New car buyers are happier with their purchases this year than they were last year and Lincoln is the leader of the pack, according to a new survey from the American Customer Satisfaction Index.

The annual survey shows Lincoln’s approval rating this year – 87 out of 100 – is a 5% improvement over last year’s result. Honda was second with an 86, marking an 8% jump, while Toyota and BMW tied for third at 85. It was a 4% increase for both brands.

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Often in these types of surveys, luxury brands, such as Lincoln and BMW, sweep the top spots, but this wasn’t the case this year. Claes Fornell, ACSI chairman and founder, said the figures show the gap in consumer perception may be closing between mass-market and luxury brands. (more…)

Quality Issues, Higher Prices Make New Car Buyers Cranky in 2014

Better vehicles don’t equate to happy customers, survey shows.

by on Aug.31, 2015

Lexus finished atop the most recent American Customer Satisfaction Index beating Mercedes.

Despite the fact that new vehicles have more convenience and safety features than ever – equipment expected by new vehicle buyers – those same people are growing tired of the quality issues and higher prices that often come with those add-ons.

Car buyer satisfaction fell 3.7% in 2014, the third year in a row, to 79 on a scale of 100, according to the American Customer Satisfaction Index. The slide isn’t entirely unexpected as the industry recalled more than 60 million vehicles last year.

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Owners reported a 40% increase in recalls in the second quarter of last year, the ACSI reported. Many of the actions were related to the electronics and safety options that are supposed to make driving safer and more enjoyable. (more…)

New Car Buyers Less Happy with Vehicles in 2014

New Car Buyers Less Happy with Vehicles in 2014

by on Aug.26, 2014

If you bought a Mercedes this year, odds are you're happier about that than other new car buyers.

For the second year in a row, Americans are less satisfied with their new cars and trucks. Customer Satisfaction with new vehicles dropped 1.2% last year as 16 of 21 nameplates saw declines.

According to the American Customer Satisfaction Index, the makers averaged 82 points out of 100 with Mercedes-Benz getting the highest rating of 86 points. The drop is somewhat ironic given the harried pace of sales for much of the last two years.

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“There is a lot going on in the area of big incentives,” said Forrest Morgeson, director of research, told the Wall Street Journal. “Many of the car companies are getting rid of those deals to improve profitability. That is weighing on the customer satisfaction.” (more…)

Despite Shrinking Sales, Lincoln Tops Customer Satisfaction Survey

Chrysler makes largest gains in survey, but is still last in survey results.

by on Aug.22, 2012

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.

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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.