Automobiles

The ACSI has over two decades of experience analyzing customer satisfaction with foreign and domestic automobile manufacturers serving the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with their chosen vehicle.

The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

Automobile Benchmarks »

Automobile Customer Experience Benchmarks

The ACSI captures customer opinions about critical elements of the automobile experience, including:

    • Driving performance (handling, drivability)
    • Dependability
    • Exterior (look, style)
    • Interior (features, space)
    • Vehicle safety
    • Warranties
    • Technology (audio, navigation, controls)
    • Comfort
    • Gas mileage
    • Quality of mobile app
    • Reliability of mobile app
    • Website

ACSI Automobile Report 2019-2020 »

The ACSI Client Advantage

Automobile industry clients can take advantage of ACSI’s competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential automobile and light vehicle industry data spanning more than two decades, with over 30 data points per year for the largest manufacturers and nameplates in the industry. ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry competitors and best-in-class companies in other industries.

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