How did your car rate? Mine did ok.
Over the years cars have become less and less important to me. I remember when I was a twenty-something driving a Mitsubishi Starion and not only enjoyed the car loved looking at it. Now — not so much. A car to me gets me from point A to point B. I don’t drive a ton of miles probably because I fly a lot.
I do need a car that is reliable and over the years I have been very fortunate and haven’t been stranded many times. I was reading a research study that I thought was interesting and wanted to share it with you.
The American Customer Satisfaction index survey, released September 10, 2007, questioned 11,312 vehicle owners by telephone from April through June and had a margin of error of plus or minus 2 points
The consumer satisfaction rate for vehicles rose 1 point this year to a score of 82 out of 100, a record in the 12-year history of the University of Michigan’s American Customer Satisfaction Index.
Everyone wants to be number one and according to this research study
….Drum roll please…
Toyota Motor Corp.’s luxury Lexus is number one with a score of 87.
Rounding out the top five were:
- BMW
- Buick
- Cadillac
- Lincoln/Mercury
While Chrysler’s Jeep was the worst performer in the survey, with a score of 75.
How They Ranked
| Company | Brand | Score |
| Toyota | Lexus | 87 |
| BMW | BMW | 86 |
| GM | Buick | 86 |
| GM | Cadillac | 86 |
| Ford | Lincoln/Mercury | 86 |
| Honda | Honda | 84 |
| Toyota | Toyota | 84 |
| Hyundai | Hyundai | 83 |
| Mercedes-Benz | Mercedes-Benz | 83 |
| GM | GMC | 82 |
| GM | Chevrolet | 82 |
| GM | Saturn | 82 |
| Average | All Makers | 82 |
| Nissan | Nissan | 80 |
| GM | Pontiac | 80 |
| Chrysler | Dodge | 80 |
| Volkswagen | Volkswagen | 80 |
| Ford | Ford | 80 |
| Chrysler | Chrysler | 79 |
| Mazda | Mazda | 78 |
| Kia | Kia | 78 |
| Chrysler | Jeep | 75 |
SOURCE: American Customer Satisfaction Index, University of Michigan
Since I drive a BMW, I was happy that my car was number two on the list. I was a little surprised that Buick was rated that high and Mercedes-Benz wasn’t in the top five.
- Where does your car rate?
- Where there any surprises on the list for you?
I look forward to hearing your comments.
November 26th, 2007 at 9:28 am
I have 2 Toyotas and 2 Chevrolets. 3 of them have over 100,000 miles on them and have never stranded me or needed any major work, thank the Lord for that!! 1 is newer and only has 30,000 miles on it. — Just in case!!
I have to say, I cannot complain. Glad to see those 2 on the list (84 and 82).
November 26th, 2007 at 10:17 am
I have a Lexus and a Ford, so the survey results are reassuring.
Both cars are serving me well.
November 26th, 2007 at 10:21 am
Ah, the joys of living in the big city and not needing to own a car. While it’s technically an asset, I think any self-respecting bean counter would more consider any car an expense at best, or truly the liability that it is. The subway, or those nice gentlemen in yellow cars get me around very efficiently.
When I do need a car, my friends at Hertz are more than happy to rent one to me - guaranteeing that I don’t (usually) get one that is more than 1 year old or have more than 20k miles on it.
November 26th, 2007 at 10:24 am
Well, I have both a BMW and a Jeep - looks like I am at the top and bottom - sweet
November 26th, 2007 at 10:31 am
I still drive a 93 Mustang Convertible LX. It has over 230,000 miles on it. I only had one bad breakdown (the clutch went while I was driving from Dallas to St Louis, but I knew the clutch was due for replacement and should have replaced it before the trip, so it was my fault, not the car’s).
I’ve held on to it because it was everything I always wanted in a car: convertible top, V-8 engine and is still fun to drive. My daughters used to bug me about replacing it (until their boyfriends informed them of it’s “classic” status), but the dogs and I love it. It is also the last year of the “fox” body style and I like that better than the more rounded styles that have come into play since then. It’s also close to maroon (UMASS color), has vanity plates that say “UMASS 1″ and a Red Sox 2004 Champion decal in the rear view mirror (so popular here in St Louis…).
So I’m a little disappointed that “First On Race Day” finished more like “Found On Road Dead” in the satisfaction study, but that’s OK. I know the value of Old Betsy and it’s good enough for me.
November 26th, 2007 at 10:56 am
I am on my 3rd generation Honda and the Accord I owned a couple of years ago, was the only problem one, that essentially had to be “short blocked” for you tech types (meaning they replaced the bottom half of the engine). Never left me anywhere but was burning through oil. Eventually through a great deal of correspondence with Honda of NA, they took the entire car back, a year later, and gave me the option to upgrade to a CRV, which is my current vehicle and running smoothly!
My first Honda Civic managed to last a healthy 140k miles and I eventually sold it on ebay, 10 years later, for a nice return, given it’s advanced age and needing a new clutch and transmission…..
I’m glad to see Honda holding themselves up there, above average!
November 26th, 2007 at 11:19 am
I drive a Dodge, and it’s a tank. I’ve been in two major accidents in my life, both in Dodge’s, and I was able to walk away.
I don’t know what an 80 means, but if it means tank, then I’m good.
November 26th, 2007 at 1:29 pm
My last two cars (which I loved) are not on the list. Jaguar and Volvo.
Either they are real lousy (not my experience) or the sample size to judge them is too small.
There may be a flaw in the Michigan Study. Overall satisfaction of a car you own may be elevated by brand image and cognitive dissonance — the likelihood to support a decision you made by elevating you opinion of the object of the decision. I much prefer the JD Power method which compares actual experience with a car with that of owners of other cars.
But whatever the rating — drive safely!!!
November 26th, 2007 at 4:25 pm
Harry,
Thanks for your comments. My sister just got a Volvo and loves it - no issues with your Jaguar? That is nice to hear - I know a few folks who have had lot’s of issues.
Merrill
November 27th, 2007 at 12:17 pm
I have heard horror stories about Jaguar’s from many people that owned them years ago. I believe they were taken over by Ford a few years ago and my experience with my Jaguar is wonderful. I have it for 3 years and never had a single problem with it. I love it. I love it because not only does it run well its styling is different from most cars today!
I think most cars today are much better mechanically but much worse in the materials that they use for the outer trims.
November 27th, 2007 at 12:22 pm
Merrill,
As you know I’m a car enthusiast. I just attended the LA Auto show and there were many times when the machinery around me was a turn on. I own 2 cars, the BMW X-5 which is my family car (necessary evil with 2 little kids riding around behind me) does everything it’s supposed to do. It looks good, has power and handles well. But, like you described it gets me from point A to point B. My other car is a 1981 Mazda RX-7 with over 250K miles which runs great. This car is really something I love and will never sell. I spend a lot of time and money finding parts and up-keeping/improving the car and it’s usually just around showroom condition. There are very few cars I’ve seen that look better or drive better. I test drove the new RX-8 and that car is a pure adrenaline rush. I was ready to buy it, but the dealer decided to leave me to take a telephone call. At some point I’d like to get one as my third car. I can’t imagine a better car than the Mazda Rotary and would recommend it to anyone as a fun sports car.
November 27th, 2007 at 12:57 pm
Kenyon,
Thanks for the comments. I remember the first time I saw the car - loved it than and still do. I also recall the blue mustang you showed up with at Hofstra our freshman year.
Great memories!
Merrill
November 27th, 2007 at 4:43 pm
It’s interesting that customer sat does not always align with reliability. The latest Consumer Reports reliability survey rates several GM cars low on the list, but GM customer sat ratings look pretty good here. How many GM lifers and loyalists answered the survey?
I’m happy with my VW Passat but it bombed on the CS reliability and rated pretty low here, too. It looks like Lexus, Toyota, and Honda rate high on both reliability and customer sat. Makes me think about my next car, but I love my VW for whatever reason.
I agree with Harry Heller on the cognitive dissonance, but I wonder what these customers will buy next? Inertia can be a powerful thing!
November 28th, 2007 at 9:43 am
I’ve car-shopped online extensively over the past year. From reading consumer reviews at various automotive sites (Edmunds.com, kbb.com, etc.) I’ve noticed the vast majority of consumers LOVE their cars. I agree with Harry Heller’s and Kelly Heatly’s views that cognitive dissonance drives this. Consumer Reports’ and JD Power’s ratings are more meaningful to me.
I do find it interesting how close the scores fall; and that the classic gold standard, Mercedes, is just one point above average.
As for what I drive - I have an ‘02 Oldsmobile Intrigue that I’m having a hard time parting with. It wasn’t my first choice (others’ opinions and some unusual circumstances led to the selection) but I’m having a hard time finding something I like better. Go figure…