Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the
health of the U.S. economy at large. New results from the American Customer Satisfaction Index (ACSI®)
provide customer satisfaction benchmarks for the automobile industry, including both mass-market and
luxury nameplates. The ACSI also captures consumer opinions about critical elements of the customer
experience, tailored specifically to the auto industry.
The ACSI Automobile Study 2022-2023 is based on interviews with 8,941 customers, chosen at random
and contacted via email between July 2022 and June 2023. Customers are asked to evaluate their recent
experiences with automobile brands manufactured by the largest companies in terms of market share, plus
an aggregate category consisting of “all other”—and thus smaller—auto nameplates.
KEY TAKEAWAYS
- Toyota occupies the top ACSI slot among mass-market cars, while Lexus ties Tesla for the luxury lead.
- High satisfaction for Tesla and Lexus reflects an evolving trend of younger customers appreciating luxury
vehicle technology. - The satisfaction gap between mass-market and luxury vehicles is greatest for customers age 26 to 41.
Download study in PDF format by visiting the ACSI website.
ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC.