A study from the American Customer Satisfaction Index has revealed that owners of vehicles from Honda are the most satisfied in the automotive industry.
The ACSI Automobile Study 2020-2021 was put together based on interviews with 4,888 customers chosen at random and contacted via email between July 6, 2020 and June 28, 2021. Customers were asked to evaluate their recent experiences with major automotive brands. Results are based on a 0-100 scale.
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As mentioned above, Honda took out the top spot with a score of 82 out of 100, a 4 per cent improvement over the 79 that it scored in last year’s study. Following closely behind was BMW with a score of 81, also a 4 per cent improvement over the 78 that it recorded in 2020. In third was Lexus with 81, a drop of 1 point from 2020 and leaving it equal with Subaru. Tied in fifth place were Audi, Ram, and Tesla.
The only other car manufacturers above the industry average of 78 were Hyundai, Mazda, and Toyota, all with ratings of 79 out of 100.
A number of brands scored between 78 and 76, including Dodge, Ford, Mercedes-Benz, Nissan, Buick, Cadillac, Kia, VW, Volvo, Acura, Chevrolet, Jeep, and Lincoln. There were two key outliers in the study. The first was Mitsubishi, scoring just 71 out of 100, an 8 per cent decrease from the 77 it scored in 2020. The second was Chrysler, who was rated last with a satisfaction rating of 70.
The study analyzes vehicle safety, dependability, driving performance, exterior, comfort, interior, quality of mobile app, reliability of mobile app, website satisfaction, technology, gas mileage, and warranties. Customer satisfaction across almost all of these areas fell in 2021 from last year, except for satisfaction on gas mileage and warranties that remained steady.
