According to the American Customer Satisfaction Index (ACSI), which gauges customer attitudes across a variety of companies, including banks, hotels, hospitals, and airlines. Customer satisfaction is trending upward in the automotive industry. Their new study shows the majority of auto brands have improved in customers’ eyes and satisfaction has matched an all-time high.
The firm has traced the car industry since 1995. They ask thousands of consumers to score their purchases on a scale of 0 to 100. Those scores reflect everything from the vehicle’s price to it’s value and the quality of the vehicle’s construction.
In the study’s first year, the auto industry averaged a score of 79 out of 100. In 2005, the figure hit 81, and in 2009 — when incentives and the federal “Cash for Clunkers” program made deal-hungry customers excited — it reached 84.
Now, the most recent ACSI survey shows the industry has now matched that high score. The remarkable this is that, unlike in 2009, it’s done so without massive incentives to make customers feel as though they are getting great deals.
At Planet Lincoln in Spring (serving The Woodlands and Greater Houston area), we are thrilled to be tops in that Customer Satisfaction List.
That’s right, Lincoln came in at the top of ACSI’s customer-satisfaction list with an average score of 90. According the ACSI, that’s the highest score any brand has ever received, and it’s a full four points above Lincoln’s 86 from last year.