Domestic Car Brands Fall Behind in Pleasing Customers

The gap in customer satisfaction between U.S. domestic and import brands expanded to the widest point in five years, according to the American Consumer Satisfaction Index.

European marques averaged a score of 84.7 in the August report, followed by Asian makes at 84.1 and U.S. brands at 82. As recently as 2010, domestic and Asian marques were tied in ACSI's rankings.

The industrywide average slid to 83 from 84 a year earlier, marking the first decline in two years. The index is based on a survey in April and May of recent car buyers about vehicle quality, purchase price and dealership experience.

Mercedes-Benz led with a rating of 88, just ahead of Lexus (87). Honda, Subaru and Toyota tied for third place at 86. GMC and Cadillac shared fourth place at 85.

Chevrolet and Dodge fell 5 points and 2 points, respectively, to an industry-low score of 79. Jeep (80) and Buick (82) also ranked below average. But Chrysler (84) and GMC both posted 5-point gains.

The drop in satisfaction with U.S. brands could be the result of their scramble to boost output to meet rising demand, ASCI opines. It adds that the decline isn't a serious problem unless the trend continues.