U.S. cars disliked more than ever
Published 10:12 pm Monday, August 18, 2008
NEW YORK — U.S. car buyers are growing less satisfied with their purchases from domestic automakers while their Asian and European competitors continue to improve, according to a recent survey.
Consumer satisfaction with U.S. auto brands slipped as Lexus and BMW tied for first place, followed by Toyota and Honda, according to the University of Michigan’s American Customer Satisfaction Index released Tuesday.
General Motors Corp.’s Buick and Cadillac brands, and Ford Motor Co.’s Lincoln and Mercury lines, fell from their No. 2 perch at a time when U.S. companies are struggling to outshine their competitors and reverse their shrinking sales and market share.
That’s an unsettling sign for domestic automakers, said Claes Fornell, the University of Michigan business professor who heads the annual survey. Traditionally, U.S. brands improve their customer satisfaction scores each year, just not as much as their overseas counterparts. Now, the domestic companies’ ratings are declining while their competitors’ scores continue to climb.
“This is somewhat of a double whammy here,” Fornell said. “The struggling companies are getting an even tougher road in the near future. The question also is do they really have the resources, the cash here” to adapt.
The auto industry’s customer satisfaction has increased steadily over time and its overall score of 82 — unchanged from the high set a year ago — is higher than many other industries the index tracks.
In addition, just 11 points separate the best-scoring brand from the worst, but domestic automakers are having the hardest time adapting to high gas prices and a shift in demand toward more fuel efficient vehicles, and that is manifesting itself in weaker customer satisfaction, Fornell said.
