2017美国汽车行业满意度调查报告（英文版）_8页_1mb

ACSI Automobiles & Light Vehicles 2017 Summary

Core Content

The American Customer Satisfaction Index (ACSI®) is a national economic indicator that measures customer satisfaction with products and services in the U.S., including over 300 companies across 43 industries. For the Automobiles & Light Vehicles sector, ACSI data are collected through annual interviews with approximately 180,000 customers, which are then used in an econometric model to analyze satisfaction levels. ACSI scores are reported on a 0–100 scale and are closely correlated with economic performance indicators such as earnings, stock returns, consumer spending, and GDP growth.

Industry Results (Automobiles & Light Vehicles)

• Overall Industry Score: 81 (down 1.2% from 2016)
• Top Performing Manufacturers:
  • Toyota (with Lexus): +2% to 86
  • Subaru: +1% to 85
  • GMC (GM): Maintains 84
  • Hyundai: +2% to 83
  • Kia: +4% to 82
  • Mazda: +2% to 82
• Declining Manufacturers:
  • Ford: -2% to 79
  • Lincoln (Ford): -5% to 83
  • BMW: -4% to 82
  • Audi (Volkswagen): -1% to 82
  • Dodge (Fiat Chrysler): -4% to 75
  • Fiat (Fiat Chrysler): Returns to ACSI at 75
  • Chevrolet (GM): -2% to 81
  • Honda: -6% to 81
  • Volkswagen: +1% to 79
  • Mitsubishi: -1% to 78
  • Chrysler (Fiat Chrysler): 0% to 79

Mass-Market Vehicles

• Top Performing Brands:
  • Toyota: +1% to 86
  • Subaru: +1% to 85
  • GMC (GM): Maintains 84
  • Hyundai: +2% to 83
  • Kia: +4% to 82
  • Mazda: +2% to 82
• Notable Trends:
  • Honda loses the most ground, dropping 6% to 81.
  • Buick (GM) and Jeep (Fiat Chrysler) buck the trend, with Buick up 1% and Jeep up 3%.
  • Mass-market cars receive high marks for dependability (86), but driving performance, exterior design, and safety perception have all declined.
  • Interior design and comfort also dropped 2% to 83, while technology scored 81, lagging behind luxury cars.
  • Gas mileage is the lowest-scoring element, at 79.

Luxury Vehicles

• Top Performing Brands:
  • Lexus (Toyota): +2% to 86
  • Mercedes-Benz: +4% to 84
  • Cadillac (GM): +5% to 83
  • Lincoln (Ford): -5% to 83
  • BMW: -4% to 82
  • Audi (Volkswagen): -1% to 82
  • Volvo: Returns to ACSI at 82
  • Acura (Honda): +5% to 80
• Notable Trends:
  • Luxury cars are perceived as dependable (86) and comfortable (86), but gas mileage is the lowest-scoring aspect, at 77.
  • Driving performance and safety perception are strong at 86.
  • Exterior design and interior comfort score slightly lower than last year, but still outperform mass-market vehicles.
  • Luxury brand websites score higher than mass-market ones, with 84 vs. 82.

Key Insights

• Customer satisfaction is closely tied to economic performance, with higher satisfaction correlating to better financial outcomes for firms.
• Vehicle recalls have become more common, with nearly one-third of drivers reporting recalls. However, the gap in satisfaction between recalled and non-recalled vehicles has narrowed, suggesting improvements in the recall process.
• Toyota and Lexus lead in customer satisfaction, with significant gains in both segments.
• Domestic brands such as GMC and Buick perform relatively well compared to others, especially in the mass-market segment.
• Foreign brands dominate the top performers in both mass-market and luxury segments.
• Technology and gas mileage are key areas for improvement in the industry, particularly for mass-market vehicles.

Conclusion

The ACSI report highlights that while customer satisfaction in the automobile industry has seen some declines, there are notable improvements in certain segments and brands. Foreign automakers, especially Toyota and its luxury brand Lexus, continue to lead in satisfaction, while domestic brands like GMC and Buick show resilience. The report also underscores the importance of addressing recall processes and improving technology and fuel efficiency to enhance customer experience.