US: Lexus is no. 1 at customer satisfaction image

Who would have thought that Japan’s largest premium cars maker is actually satisfying the biggest number of drivers out there in the U.S.? Well, Toyota’s division – Lexus – has surpassed Mercedes-Benz in a recent U.S. customer satisfaction study.

The company managed to score good points among the participants while the auto industry at the moment is facing numerous recalls and price growths, which definitely do not make a good impression on motorists.

In this year’s Automobiles Report, the American Customer Satisfaction Index (ACSI) shows that industry wide, customer satisfaction dropped 3.7%, to 79 on a 100-point scale. This is the lowest level of client satisfaction ACSI has registered since 2004. The report is based on customer evaluations of recently bought cars from both big and small carmakers.

Lexus scored 84, and managed to gain the highest customer satisfaction score in 2015, with the numbers high enough to take the crown from the previous winner, Mercedes-Benz, which witnessed a drop of 3%, down to 83. That was a close victory!

Things were looking good in the report for Audi, which managed to go up 8%, to 83 just like Mercedes, and BMW that also satisfied its customers with an increase of 3% up to 82.

The study included 27 car brands, out of which 15 saw a decline in customer satisfaction numbers. Import brands represented the highest levels of customer satisfaction in this year’s study, with Ford being the highest-achieving domestic brand and getting 81 points on the index, followed by General Motors with 79 and Fiat Chrysler Automobiles with 75.

While this is the third year in a row that ACSI has released a decline in customer satisfaction numbers, the levels are on their way to normal after an all high hit taken due to the economic recession.

By Gabriela Florea