The Best and Worst Car Brands for Customer Satisfaction
If you’re looking for a new car in 2019, you’ll want to check out how satisfied customers are with their driving choices.
The ACSI Automobile Survey
The American Customer Satisfaction Index measures on a scale of 1 to 100 how satisfied American consumers are with all types of products and services. The ACSI has been analyzing customer satisfaction with their cars for over two decades, capturing customer opinions about critical elements of the automobile experience, including:
- Driving performance (handling, drivability)
- Exterior (look, style)
- Interior (features, space)
- Vehicle safety
- Technology (audio, navigation, controls)
- Gas mileage
The overall results
Americans are increasingly satisfied with their cars, with the industry-wide score increasing one point since last year—to 82. Both the cars and the servicing of those autos have improved, but the rise in driver satisfaction is largely the result of better value, according to the ACSI. The following brands are ranked from the highest to lowest rating on the consumer-satisfaction scale.
Gene J Puskar/AP/Shutterstock
Lexus has been one of the top five car brands since 2011, according to the number crunchers at 24/7 Wall Street who analyzed the 2018 survey. This year, its score was 85, down from 86 last year and placing it in a tie with Volvo. Lexus was also named the most trusted car brand in America.
Tied for the top position, Volvo garnered the company’s highest score in its history with an 85. (Last year, Volvo got an 82.) And its sales reflect the bump up in customer satisfaction with a 27.6 percent increase in the number of vehicles sold; that was the largest increase of any car brand in the survey.
The good news for Subaru is that sales are up from last year by more than 5 percent. And while it tied for the second spot in customer satisfaction for the second year in a row, it did drop a point from 85. These are the 10 things you should never do to your car.
This year, this Volkswagen luxury brand rose a point in terms of customer satisfaction with a score of 83, placing it in a tie for the third spot. And according to 24/7 WallStreet, this is a substantial improvement from 2014, when Subaru scored 79, tying for third worst that year.
Last year, Honda came in as one of the less-satisfactory car brands with a score of 81. That’s changed now: It scored 83 points this year, placing it in a tie with Audi and Toyota. Though Honda’s overall sales are down by nearly 2 percent this year, SUV sales have been improving. Don’t miss these weird car features you didn’t know you might have.
Bittersweet results for Toyota this year: The brand has dropped to an 83 this year. It had been at 86 last year, which put it in a tie with Lexus for the top ranking.