Second place went to Cadillac, with 82 percent, up 3 percent from last year, while third place was a tie between Audi, BMW, and Mercedes-Benz, all with a score of 80 percent.
“Satisfaction with the auto industry as a whole has fully rebounded to pre-pandemic levels, and consumer demand is strong despite rising interest rates,” says Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. “The supply chain kinks that slowed production during the pandemic are starting to wane, and more cars are back in stock.
As for the electric versus gasoline debate, the study shows that drivers of both electric and hybrid electric vehicles are more satisfied than customers who own or lease gas-powered cars. However, EVs rank last for dependability and customer expectations for reliability and have the highest complaint rate.
“EVs must improve before automakers can justify the price differential for a broader audience,” notes Morgeson. “Early EV adopters find these vehicles perform well relative to their expectations, yet ACSI data show they are only superior in technology and warranties. That is not enough to convince more consumers to leave gas in the past.”
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.
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