Customer satisfaction in the auto industry falls

August 28, 2013 12:00 AM

According to the most recent poll from the American Customer Satisfaction Index, buyer satisfaction with automobile purchases fell for the first time in two years. Mercedes-Benz had the highest score of the survey, with a total of 88 out of 100, Automotive News reports. It was closely followed by Lincoln, last year's leader, at 87 out of 100. Japanese automakers were the other top-ranked brands, with Subaru, Toyota and Honda all tied for third place. 

While these brands stood out above the rest, overall customer satisfaction decreased 1.2 percent from last year. This may not be the best news for the auto industry, but there may be in a legitimate reason behind it instead of simply the idea that people are not has happy with their fuel economy and vehicle maintenance

"As the industry has been doing better, particularly since the recession, we've seen higher numbers for many nameplates, and certainly for the industry as a whole," David VanAmburg, director of ACSI, told Automotive News. "That tends to engender higher expectations in customers the next time they make a purchase. That can put a little pinch in customer satisfaction as the automakers are challenged to keep meeting and exceeding those customer expectations." 

Luxury brands may be the highest-rated, but several American-made vehicles didn't have the same success. General Motors, Ford and Chrysler all fell behind in the rankings, and some speculate that it is because the automakers are trying to do too much with too many different offerings. 

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