The American Customer Service Index has released their annual automotive customer satisfaction report, and Lexus placed second overall with 89 points, just one point behind Lincoln — however, David VanAmburg, managing director of ACSI, did qualify Lincoln’s position at the top:
Ford’s Lincoln brand, which is in the early stages of a makeover, had the best score at 90. But VanAmburg cautioned that its declining sales in recent years helped its score.
“What you’ll find is that precisely because a customer base is shrinking, the ACSI score can go up because essentially what’s left is your most-loyal, most-satisfied niche customer base,” he said.
Scores are based on a survey of 5,000 U.S. customers, and overall, the automotive brands averaged 84 on the 100-point scale.
[Source: Detroit Free Press]