Study: Car customer satisfaction down for first time in two years

Filed under: Etc.

ACSI study finds that car customer satisfaction fell slightly from last year.

Car customer satisfaction fell for the first time in two years, according to the 2013 American Customer Satisfaction Index automobiles and light vehicles report. Over the course of 4,078 random phone and e-mail interviews between April 6 and May 22, the index, based on a scale of 0 to 100, revealed that customer satisfaction with automobiles fell from 84 in 2012 to 83. Domestic autos bring up the rear.

Domestic vehicles, which received an average score of 82, also lost traction in perceived quality, with European automakers ranking 84.7 and Asian brands close behind at 84.1. This is reflected in the scores of the 20 individual automakers counted in the study.

Mercedes-Benz is at the top of the index with a score of 88, up four percent from last year. Lexus relinquished its lead with a score of 87, down two percent from 2012. Third place is a three way tie between Subaru, Toyota and Honda, which all scored 86. Here are the rest of the scores in order: GMC (85), Cadillac (85), Volkswagen (84), Acura (83), Ford (83), Nissan (83), Chrysler (83), Buick (82), BMW (82), Hyundai (82), Kia (82), Mazda (82), All Others (81), Jeep (80), Dodge (79) and Chevrolet (79). It’s worth noting that both GMC and Chrysler gained five points from last year.

While it’s not a good sign that customer satisfaction went down, the authors of the report explained that it could be due to “greater customer expectations that the automakers are then challenged to meet.” But the ACSI says automakers should take the erosion in customer satisfaction as a warning signal: once pent-up demand has subsided, successful brands will keep the customers they have and poach new ones from elsewhere, and customer satisfaction plays a direct role in this relationship.

Car customer satisfaction down for first time in two years originally appeared on Autoblog on Tue, 27 Aug 2013 16:01:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments

Continue reading “Study: Car customer satisfaction down for first time in two years”

Autoblog Podcast #231: Next Camry, vehicle satisfaction, EPA letter grades, BMW’s 328 Hommage

Filed under: Podcasts

Click above for the Autoblog Podcast in iTunes, RSS or listen now!

Shunk, Bowman, Roth and (eventually) Paukert get together for Episode #231 of the Autoblog Podcast. We cover the talk of a new Toyota Camry by year’s end, the dropping of proposed EPA letter grades from window stickers, the BMW 328 Hommage, and Chrysler and Lincoln topping their categories in the recent AutoPacific Vehicle Satisfaction Awards. Your feedback and questions finish it off, and we’ve re-posted the Q&A at the bottom of this post so you can play along at home, too. Thanks for listening, we’ll see you next week!

Autoblog Podcast #231: Next Camry, vehicle satisfaction, EPA Letter Grades, BMW’s 328 Hommage

  • Letter grades dropped from window stickers; good or bad?
  • BMW 328 Hommage unveiled to celebrate 75th anniversary of original
  • New Camry coming this fall
  • Lincoln and Chrysler named top brands in Auto Pacific satisfaction survey

In the Autoblog Garage:

2011 Porsche Panamera
2011 Hyundai Equus
2011 Infiniti EX35


Hosts: Dan Roth, Chris Shunk, Zach Bowman, Chris Paukert
Runtime: 01:19:04


Get the podcast:
[iTunes] Subscribe to the Autoblog Podcast in iTunes
[RSS] Add the Autoblog Podcast feed to your RSS aggregator
[MP3] Download the MP3 directly

Feedback:
Email: Podcast at Autoblog dot com
Voicemail: 734-288-8POD (734-288-8763)

Review the show in iTunes and take our survey

Autoblog Podcast #231: Next Camry, vehicle satisfaction, EPA letter grades, BMW’s 328 Hommage originally appeared on Autoblog on Tue, 24 May 2011 17:46:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments

Continue reading “Autoblog Podcast #231: Next Camry, vehicle satisfaction, EPA letter grades, BMW’s 328 Hommage”

Study: Rental car companies increase customer satisfaction, Enterprise tops

Filed under: Etc.

Enterprise Rent-a-Car

Economists and talking heads argue endlessly about our economy on a daily basis. “It’s back!,” “It’s almost back!” and “It’s never coming back!” seem to be the leaders among the varied viewpoints we hear and read about. One sector that has apparently begun to rebound is the car rental business. Not necessarily in financial terms, but from the standpoint of customer satisfaction, America’s rental car companies are returning to to a position last seen in the pre-recession days.

J.D. Power has released its annual North American Rental Car Satisfaction Study, and the results are positive for every company included in the survey. Now in its 15th year, this J.D. Power study examines customer satisfaction with the airport car rental process, and it looks at six specific factors: Costs & Fees, Pick-Up Process, Rental Car, Return Process, Reservation Process, and Shuttle Bus/Van. The highest score possible is 1,000 points and, for the 2010 study, the average Overall Satisfaction score is 750. This is up from 733 in 2009 and 734 in 2008. Every company in the survey has improved year-over-year in the survey.

This year’s big winner, however, is Enterprise, which received the industry’s highest rankings in customer satisfaction. Enterprise is no stranger to this award, and getting the nod in 2010 makes it seven years in a row for the rental car company. Following behind Enterprise, Hertz and National also performed quite well in the survey while Advantage, Alamo, Avis, Dollar and Thrifty rounded out the results. You can see how each one performed over at the J.D. Power results page.

[Source: J.D. Power]

Continue reading Study: Rental car companies increase customer satisfaction, Enterprise tops

Study: Rental car companies increase customer satisfaction, Enterprise tops originally appeared on Autoblog on Thu, 25 Nov 2010 11:27:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments

Continue reading “Study: Rental car companies increase customer satisfaction, Enterprise tops”