Satisfaction with cars drops for third straight year; recalls cited
Consumersê satisfaction with their vehicles dropped for the third straight year last year as recalls reached record levels, according to the latest American Customer Satisfaction Index (ACSI). The overall satisfaction score of 79 out of 100 was the lowest score since 2004, which held the previous record for vehicle recalls.
Survey respondents saw a 40 percent increase in their vehiclesê recalls in second-quarter 2014 compared with a year earlier. Higher prices also contributed to lower satisfaction. Driver satisfaction reached a record high during the 2009 Cash for Clunkers program, and for several years afterward, cars were heavily discounted.
Japanese and luxury brands held the top spots as Lexus took the lead from Mercedes. Domestic automakers reached a five-year low. Only two automakers Acura and BMW raised their scores from last year. Hyundai, Lexus and Mazda kept the same scores.Download Bulletin PDF