GS69

Lexus Tops Customer Satisfaction Study While the Rest of the Industry Gets Worse

Lexus has claimed top honors on a recent U.S. customer service satisfaction study, while the industry overall saw a decline in customer satisfaction scores.

Across the industry, customer satisfaction dropped by 3.7 percent to 79 on a 100-point scale according to the American Customer Satisfaction Index’s (ASCI) Automobiles Report for this year. That is the lowest score for the entire industry since 2004 according to ACSI.

Lexus managed to push Mercedes-Benz out of the top spot with a score of 84, while the German automaker saw its score fall by 3 percent to sit at 83. There were only two nameplates that managed to improve their score this year, Acura and BMW, which are up 8 percent and 3 percent respectively.

Out of the 27 different brands that were involved in the study, 15 had declining scores this year while 10 brands remains unchanged over last year. Customer satisfaction levels were high among import brands, which make up 77 percent of the above-average brands in the U.S.

Ford sits on top of the domestic brands with a score of 81 while GM is close behind with 79. FCA is the worst of Detroit 3, scoring 75.

Massive recalls and rising vehicle prices are 2 of the main factors cited for the recent drop in customer satisfaction. Among its respondents, ACSI saw a 40 percent increase in recalls compared with the second quarter of 2014.

The top 13 brands were:

Volkswagen, 80, down 5 percent.
Mazda, 80, flat.
Honda, 80, down 4 percent.
Cadillac, 80, flat.
Buick, 80, down 4 percent.
Hyundai, 80, flat.
Toyota, 82, down 1 percent.
Subaru, 82, down 4 percent.
BMW, 82, up 3 percent.
Mercedes-Benz, 83, down 3 percent.
Lincoln, 83, not ranked.
Acura, 83, up 8 percent.
Lexus, 84, flat.

Hoovey689

iTrader: (16)

Congrats to Lexus, however this is almost expected . The bigger story may be Acura and Lincoln, good for them

mmarshall

I suspect we will see some sliding in the future as more of of the larger N/A engines that many customers liked get replaced by smaller turbos. This is going to lead not only to a loss of engine refinement (in some cases, not all), but also, when the service is not free, more money spent on oil changes, as turbo engines usually need expensive full-synthetic oil and shorter drain-intervals.

adpock

Interesting. Thought the front page audience would think so too...
https://www.clublexus.com/articles/l...-index-survey/

Toys4RJill

Wow BUICK is down 4 percent, the cars need very heavy incentives. I am wondering if there are some reliability issues that haven't been reported.

Subi down too.

mmarshall

So is Toyota.

Toys4RJill

Toyota is down 1 percent. Honda down big time. They are a brand that should not fall.

mmarshall

Well, since Lexus is doing do well, don't you wish you had kept your CT?

Toys4RJill

Not really.

mmarshall

You just proved my point.