Automobiles
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AUTOMOBILES
ACSI insights add context to the extensive brand research conducted by automakers. In such a dynamic and highly competitive industry, it’s vital for brands to examine their performance from multiple angles. As the only national, cross-industry measure of customer satisfaction within the U.S., we are uniquely positioned to identify brands’ strengths and pain-points relative to their biggest competitors.
At a glance:
Automobiles
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2024
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Companies:
24 major companies/brands, plus aggregate of smaller nameplates
Satisfaction Benchmarks by Industry
| Industry | 2023 | 2024 | %CHANGE |
|---|---|---|---|
| Automobiles | 79 | 80 | 1% |
| Mass-Market Nameplates | 79 | 79 | 0% |
| Luxury Nameplates | 81 | 81 | 0% |
| All Others (Mass-Market and Luxury) | 76 | 81 | 7% |
Satisfaction Benchmarks by Company
| Anchor Link | Company | 2023 | 2024 | % Change |
|---|---|---|---|---|
| Mass-Market Nameplates | 79 | 79 | 0% | |
| #subaru | Subaru | 82 | 83 | 1% |
| #toyota | Toyota | 84 | 83 | -1% |
| #honda | Honda | 81 | 82 | 1% |
| #mazda | Mazda | 80 | 81 | 1% |
| #buick-gm | Buick (GM) | 79 | 80 | 1% |
| #kia | Kia | 77 | 80 | 4% |
| #chevrolet-gm | Chevrolet (GM) | 79 | 79 | 0% |
| #ford | Ford | 77 | 79 | 3% |
| #gmc-gm | GMC (GM) | 79 | 79 | 0% |
| #hyundai | Hyundai | 78 | 78 | 0% |
| #volkswagen | Volkswagen | 75 | 78 | 4% |
| #nissan | Nissan | 76 | 77 | 1% |
| #ram-stellantis | Ram (Stellantis) | 74 | 77 | 4% |
| #jeep-stellantis | Jeep (Stellantis) | 74 | 75 | 1% |
| #dodge-stellantis | Dodge (Stellantis) | 75 | 74 | -1% |
| #chrysler-stellantis | Chrysler (Stellantis) | 71 | 71 | 0% |
| Anchor Link | Company | 2023 | 2024 | % Change |
|---|---|---|---|---|
| Luxury Nameplates | 81 | 81 | 0% | |
| #mercedes-benz | Mercedes-Benz | 80 | 83 | 4% |
| #tesla | Tesla | 83 | 83 | 0% |
| #cadillac-gm | Cadillac (GM) | 82 | 82 | 0% |
| #lexus-toyota | Lexus (Toyota) | 83 | 82 | -1% |
| #audi-volkswagen | Audi (Volkswagen) | 80 | 80 | 0% |
| #bmw | BMW | 80 | 79 | -1% |
| #lincoln-ford | Lincoln (Ford) | NM | 79 | NA |
| #acura-honda | Acura (Honda) | 79 | 77 | -3% |
NM – Not Measured
NA – Not Available
| Industry | Hybrid | Gasoline | Electric | Other / Did not specify |
|---|---|---|---|---|
| Aggregate | 82 | 80 | 77 | 70 |
| Mass-Market | 81 | 80 | 73 | 70 |
| Luxury | 84 | 81 | 80 | 72 |
Customer Experience Benchmarks Year-Over-Year Category Trends
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Driving performance (handling, braking, steering, overall drivability) | 84 | 84 |
| Vehicle safety (seat belts, air bags, headrests, anti-lock brakes, warning systems) | 84 | 84 |
| Dependability (engine, parts, breakdowns) | 83 | 83 |
| Exterior (look, paint, trim, overall style) | 82 | 83 |
| Quality of mobile app | 83 | 83 |
| Comfort (seating, ride, quietness) | 82 | 82 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 82 |
| Website satisfaction | 82 | 82 |
| Interior (look, space, cargo capacity, features, material quality) | 81 | 81 |
| Gas mileage | 78 | 80 |
| Technology (controls, displays, audio, navigation, video systems) | 78 | 80 |
| Warranties (powertrain, comprehensive) | 78 | 79 |
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Quality of mobile app | 86 | 86 |
| Driving performance (handling, braking, steering, overall drivability) | 85 | 85 |
| Reliability of mobile app (minimal down time, crashes, lags) | 86 | 85 |
| Exterior (look, paint, trim, overall style) | 84 | 84 |
| Vehicle safety (seat belts, air bags, headrests, anti-lock brakes, warning systems) | 84 | 84 |
| Website satisfaction | 84 | 84 |
| Comfort (seating, ride, quietness) | 84 | 83 |
| Dependability (engine, parts, breakdowns) | 83 | 83 |
| Technology (controls, displays, audio, navigation, video systems) | 83 | 83 |
| Interior (look, space, cargo capacity, features, material quality) | 82 | 82 |
| Warranties (powertrain, comprehensive) | 82 | 82 |
| Gas mileage | 80 | 80 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected July 2023 – June 2024.