In the recent rendition of the 2022-2023 America Customer Satisfaction Index (ACSI) study, Cadillac was ranked just above average in regard to consumer satisfaction.
With a score of 82 out of a possible 100 points, the luxury marque was ranked third overall, and saw a three percent increase in its score as compared to the 2022 calendar year. Lexus lead the pack with a score of 83 points and a percentage drop of 1 percent, while Acura had the worst score of 79 points and a drop from 2022 ratings of four 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
As 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 luxury brand received a score of 879 out of 1,000 points in the Premium Brands segment, which was enough to make Cadillac the third-highest ranked brand. Notably, Lexus was also ranked as the highest brand in that study with a score of 900, while Genesis rounded out the bottom with a CSI score of 819.