Lexus Tops Customer Satisfaction RatingAugust 22, 2019
Experts found out how motorists are satisfied with their vehicles. Most often, respondents complained about deteriorating quality and high prices.
A new study by the American Customer Satisfaction Index (ACSI) found that modern consumers are less satisfied with their vehicles. Thus, according to experts, the level of satisfaction has decreased by 3.7% from last year to 79 points on a 100-point scale. It is noted that the decrease affected most automakers: 21 out of 27 brands whose products participated in the study. Motorists most often complained about the deterioration in quality and cost.
It turned out that most of all buyers are satisfied with cars of the Japanese premium brand Lexus. She scored 84 points, one point ahead of Mercedes. But for the third place a real fight unleashed: immediately seven brands scored the same number of points – 82 each. These are Audi, BMW, Honda, Infiniti, Lincoln, Subaru and Volvo.
But Fiat Chrysler Automobiles was not in the best position for itself, since it owns two brands that are least satisfying customers. So, Dodge received 74 points, and Chrysler 71. With these results, they close the Customer Satisfaction Rating. But the company Infiniti, unlike its neighbors in the rating, was able to improve its position, rising from 78 to 82.
Mercedes (+1) and Chevrolet (+1) also managed to score points. The opposite result was demonstrated by Nissan and Volkswagen, having lost six points, as well as Jeep, whose satisfaction index fell by five percent.
According to experts, a decrease in the level of satisfaction was affected by rising prices for new cars. So, this year the average transaction price reached a record high of $ 37,000. The prices for Chrysler cars were especially “biting”. Car owners called the offer of this company “the worst in the market.” Also, buyers more often than last year expressed complaints about technology and fuel consumption. The latter is quite natural, since the sympathy of motorists still belongs to cars from the SUV segment and trucks.
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