Survey Says: Chrysler Can't Get No Consumer Satisfaction

Edward Niedermeyer
by Edward Niedermeyer

I’m sure this headline will get Mopar fans’ backs up, but it’s the cold-hard truth: the American Consumer Satisfaction Index rated the Chrysler brand lowest of all automotive brands, with Jeep and Dodge tied with Mazda for second-to-last place. And though the graph above shows historical scores, the latest rating is based on interviews with US consumers in the second quarter of this year. Hit the jump for a graph of the latest ratings, but first check out those historical scores. I’m not generally a fan of this kind of survey, as exemplified by the infamous JD Power “Initial Quality” survey, but the most dramatic line on this jumbled graph, belonging to Hyundai, matches that brand’s sales progress amazingly closely. That tells me this “satisfaction index” says something about how well each brand serves its intended customer… which, as Hyundai proves, can (but doesn’t always) lead to sales growth. The counter-example: Cadillac has long been a top contender, even when it sold less-than-entirely-competitive products and was losing sales. With that in mind, let’s take a look at this year’s results.

I didn’t mean to lump the “loser” brands off to the left there, but losers they pretty clearly are… at least according to the ACSI’s criteria. Kia is unsurprisingly towards the bottom of this rating, which ACSI admits favors premium vehicles, with Chevrolet next and Hyundai, GMC and BMW (!) tied up in the next tier. The big surprise according to AN [sub]’s write-up, was Toyota which tied for first with Cadillac and Lexus. The highest-ranked mass-market brand, Toyota seems to have shaken off any effects the unintended acceleration scandal may have had in the minds of consumers. Of course, like fleet sales, incentives, this index is only one small part of what it takes to understand the market… but its results are certainly provocative.


Edward Niedermeyer
Edward Niedermeyer

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  • Volt 230 Volt 230 on Aug 17, 2011

    That first chart is useless, the second should have better color separation too many of the colors are similar, very confusing indeed.

  • Eldard Eldard on Aug 18, 2011

    What did you expect from a company that produced the PT Cruiser? And is now married to one that made the Multipla?

  • El scotto Oh, ye nattering nabobs of negativism! Think of countries like restaurants. Our neighbors to the north and south are almost as good and the service is fantastic. They're awfully close to being as good as the US. Oh the Europeans are interesting and quaint but you really only go there a few times a year. Gents, the US is simply the hottest restaurant in town. Have to stand in line to get in? Of course. Can you hand out bribes to get in quicker? Of course. Suppliers and employees? Only the best on a constant basis.Did I mention there is a dress code? We strictly enforce it. Don't like it? Suck it.
  • 1995 SC At least you can still get one. There isn't much for Ford folks to be happy about nowadays, but the existence of the Mustang and the fact that the lessons from back in the 90s when Ford tried to kill it and replace it with the then flavor of the day seem to have been learned (the only lessons they seem to remember) are a win not only for Ford folks but for car people in general. One day my Super Coupe will pop its headgaskets (I know it will...I read it on the Internet). I hope I will still be physically up to dropping the supercharged Terminator Cobra motor into it. in all seriousness, The Mustang is a.win for car guys.
  • Lorenzo Heh. The major powers, military or economic, set up these regulators for the smaller countries - the big guys do what they want, and always have. Are the Chinese that unaware?
  • Lorenzo The original 4-Runner, by its very name, promised something different in the future. What happened?
  • Lorenzo At my age, excitement is dangerous. one thing to note: the older models being displayed are more stylish than their current versions, and the old Subaru Forester looks more utilitarian than the current version. I thought the annual model change was dead.
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