U.S. survey shows satisfaction with quality of cars is falling
Recalls, rising prices anger consumers
Americans are less happy with their cars and trucks than at any time in more than a decade, and it’s largely because they’re getting tired of dealing with recalls.
The 2015 American Consumer Satisfaction Index, an annual survey that involved 4,300 consumers, found that satisfaction with vehicles dropped for the third straight year to the lowest level since 2004.
“While it is true that all cars are now much better than they were 10 to 20 years ago, it is alarming that so many of them have quality problems,” said Claes Fornell, chairman and founder of the survey.
Last year, automakers recalled a record 64 million vehicles for problems such as exploding airbags and ignition switches that can unexpectedly cause engines to stall.
The problems can be deadly. So far, General Motors has agreed to compensate families of 124 people who died in crashes caused by the faulty ignition switches. Eight more people have died worldwide after being cut by shrapnel from exploding Takata airbag inflators.
Rising prices also contributed to the consumer frustration. Car prices are up 11 per cent since 2010, rising to an average $32,932 in July, according to Edmunds.com.
The index’s automobile-satisfaction score this year dropped nearly four per cent, to 79 out of 100. In 2004 — the last time the score was that low — the industry set the previous annual record for recalled vehicles, at 30.8 million.
Of the 27 brands tracked in the index, 15 saw their satisfaction scores decline, while only Acura and BMW improved.
Foreign-based brands led the survey in customer satisfaction, with Lexus on top at 84, followed by Acura, Lincoln and Mercedes-Benz all tied at 83. BMW, Subaru, Toyota, Hyundai, Buick and Cadillac rounded out the top 10. Fiat had the lowest satisfaction score at 73.