Japan scores big this year with two entries among the top three positions in the American Customer Satisfaction Index (ACSI). After falling last year amidst major quality problems, Toyota’s Lexus (+2%) and the Toyota (+4%) brand itself glide into first place at 87, matched by GM’s Cadillac (+1%).
According to ACSI, it seems Toyota’s fall from grace in the minds of consumers was just a small blip in a long history of customer satisfaction. Toyota has consistently ranked among the top-scoring automotive brands during the sixteen years data has been collected.
Overall, the auto industry ACSI score improved by 1.2% to 83.
About ACSI
The American Customer Satisfaction Index is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. Data from interviews with approximately 70,000 customers annually are used as inputs into an econometric model to measure satisfaction with more than 225 companies in 47 industries and 10 economic sectors, as well as more than 130 federal government programs, agencies, and websites. Results are released on a monthly basis with all measures reported using a 0-100 scale. ACSI data have proven to be strongly related to a number of essential indicators of micro and macroeconomic performance. For example, firms with higher levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. Stock portfolios based on companies that show strong performance in ACSI deliver excess returns in up markets as well as down markets. And, at the macro level, customer satisfaction has been shown to be predictive of both consumer spending and gross domestic product growth.
The Index was founded at the University of Michigan’s Ross School of Business and is produced by ACSI LLC.
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