A new study by the American Customer Satisfaction Index (ACSI) has found consumers are less satisfied with their vehicles.
According to the study, satisfaction levels dipped 3.7% from last year to a score of 79 on a 100 point scale. The declines were nearly across the board as 21 of the 27 brands in the study saw satisfaction levels dip. Furthermore, consumers say quality and value has deteriorated.
Jumping into the numbers, customers with most satisfied with Lexus vehicles as the brand had a score of 84. That put them slightly ahead of Mercedes (83). There was a seven-way tie for third place as Audi, BMW, Honda, Infiniti, Lincoln, Subaru and Volvo all had a score of 82.
At the other end, Fiat Chrysler Automobiles was the clear loser as they own two of the least satisfying brands. Dodge scored 74 points, while Chrysler came dead last with 71.
While most brands saw a minor decline in satisfaction, there were some notable exceptions. Infiniti saw the biggest improvement as they climbed from 78 to 82. The luxury brand was one of three nameplates that saw gains, with the other two being Chevrolet and Mercedes which were each up a point.
Nissan and Volkswagen saw the biggest declines as satisfaction levels for both brands dipped six percent. Rounding out the worst three performers was Jeep which saw a decline of five percent.
Among the key takeaways from the study is rising prices could be having an impact on satisfaction levels as the average new-vehicle transaction price hit a record of nearly $37,000 this year. That’s particularly true of Chrysler vehicles as owners reported they had the “worst value proposition.”
The study also found that buyers aren’t as happy with technology or gas mileage as they were ago year. The latter isn’t too surprising as consumers continue to embrace crossovers, trucks and SUVs.