Ann Arbor-based American Customer Satisfaction Index (ACSI) just came out with its annual report on customer satisfaction, and Chevrolet and Buick were the only two brands that increased over last year’s results.
Chevrolet and Buick’s performance bucked the trend for all cars and light trucks, which fell 1.2 percent to a five-year low, according to Businessweek.com. Overall, Chevrolet rose 4 percent to surpass Ford, Nissan, Hyundai, and Chrysler, while Buick rose 1 percent, matching both Toyota Motor Corporation and Honda Motor Company.
“A considerable investment in Buick appears to be paying off for General Motors,” says the author of the ACSI report, Claes Fornell. “Sales are up 12.5 percent for the first half of the year − the largest increase of any GM car − led by a surge in sales of the Buick Encore.”
The survey, which was answered by 4,360 consumers by telephone and e-mail between April 22 and May 29, measures “customer satisfaction for the top 21 automotive brands sold in the U.S. and tracks vehicles purchased within the past three years.” ACIS asked consumers to evaluate their experience with their recent automotive purchases.
ACSI also found that GM’s recalls have affected customer satisfaction 6 percent lower compared to those companies that didn’t have a recall.