In terms of consumer satisfaction, Buick was ranked average in the recent 2022-2023 America Customer Satisfaction Index (ACSI) study.
With a score of 79 out of a possible 100 points, the Tri-Shield brand was ranked fifth overall, and saw a three-percent increase in its score as compared to the 2022 calendar year. Toyota lead the pack with a score of 84 points and a subsequent percentage change of 5 percent, while Chrysler had the worst score of 71 points and a drop from 2022 ratings of one percent.
There were several key takeaways from this study, including:
- Toyota occupies the top ACSI slot among mass-market cars, while Lexus ties Tesla for the luxury lead
- High satisfaction for Tesla and Lexus reflects an evolving trend of younger customers appreciating luxury vehicle technology
- The satisfaction gap between mass-market and luxury vehicles is greatest for customers age 26 to 41
For context, the 2022-2023 ACSI Automobile Study is based on interviews with 8,941 customers, chosen at random and contacted via email between July 2022 and June 2023. Contacted consumers were asked to evaluate their recent experiences with automobile brands manufactured by the largest companies in terms of market share, plus an aggregate category consisting of all other – and thus smaller – auto nameplates.
Interestingly, in the recently published 2023 J.D. Power U.S. Customer Satisfaction (CSI) study, the Tri-Shield brand received a score of 867 out of 1,000 points in the Mass Market Brand segment, which was enough to make Buick the third-highest ranked brand, the same ranking as the ACSI study. Notably, Buick was also positioned much higher than either the Bow Tie brand or Big Red, while Chrysler was also ranked last overall with a CSI score of 803.