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2019 Honda Insight EX (White Orchid Pearl)
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Full PDF report: https://marketing.theacsi.org/acton/attachment/5132/f-91ef0581-bca4-4f9f-b183-37cb424160ed/1/-/-/-/-/ACSI%20Automobile%20Report%202018-2019.pdf



In the mass-market segment, Subaru hangs onto the top position, with Honda sharing first place at an ACSI score of 82. For both Japanese nameplates, customer satisfaction slips—down 1% for Honda and down 2% for Subaru. Nevertheless, the two plates, along with Japanese automaker Toyota (-2% to 81) remain ahead of the field with scores that put them on par with several luxury brands.



The mass-market segment receives its highest marks for dependability and driving performance (both 84) but these measures have weakened over the past year. Vehicles seem less safe (-2% to 83), while interior and exterior design is not as highly regarded (both 82). Technology is not up to par according to drivers, and warranties need improvement (both down 3% to 78). Gas mileage remains the poorest element, declining for a second consecutive year to 77.

Even though SUVs and truck sales keep growing, research shows buyers still want better fuel economy, said IHS Markit Principal Automotive Analyst Stephanie Brinley. Most buyers, though, pick the type of vehicle they want and then check for mileage, she said.

Brinley says consumers will return to cars en masse if gas prices spike at the same time economy goes sour and people think their jobs are threatened.

Brian Moody, executive editor of Autotrader, predicts some buyers will return to cars after they no longer need larger SUVs to transport children and their gear. As more automakers cancel car models in favor of SUVs, sedans that are left will be top-notch vehicles, updated with new technology that includes smaller, more efficient turbocharged engines, he said.
https://abcnews.go.com/Business/wireStory/cars-efficient-newer-suvs-65096517
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I was curious on how ASCI defines "customer satisfaction" and found the following:

The American Customer Satisfaction Index (ACSI) is a cause-and-effect model which measures satisfaction on the left side (buyer expectations vs perceived quality and perceived value) to calculate a satisfaction index (ACSI). The index measure in turn predicts outcomes like customer complaints, customer loyalty, customer retention and price tolerance. https://www.theacsi.org/about-acsi/the-science-of-customer-satisfaction

The score is somewhat perception-based, and I guess I'd agree with the result... Honda delivers more than I expected for a car (despite some fit/finish and tech issues), given the price I paid.


 
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