Gary Zhou 
Key Points
- 😃 Tesla ties with Lexus in luxury vehicle customer satisfaction, per a new study.
- 🏆 American Customer Satisfaction Index (ACSI) ranks Tesla and Lexus at the top among luxury automakers.
- 📊 ACSI’s 2023 study shows Tesla and Lexus both scoring 83 out of 100 for customer satisfaction.
- 🚗 Younger buyers emphasize technology in luxury vehicles; luxury vehicles outperform mass-market in tech satisfaction.
- 📈 Customer satisfaction in the auto industry as a whole improved by 3% to a score of 79.
- 🏭 Improved supply chains and better driver experience contribute to auto industry’s rebound in satisfaction.
- 📰 Tesla has been recognized as a leader in luxury vehicle customer satisfaction by multiple sources.
Tesla and Lexus are now tied for the lead in customer satisfaction among luxury automakers, as revealed by a recent study.
The American Customer Satisfaction Index (ACSI) is a nationally recognized gauge of the quality of goods and services, providing consumers with insights based on the experiences of others. Developed at the University of Michigan, the Index tracks customer satisfaction for over 400 of the largest US companies.
The ACSI’s 2023 study on the American automotive industry unveiled that Tesla has achieved parity with Lexus at the forefront of luxury automakers.
In the previous year, Lexus secured an impressive score of 84 out of 100. In the current year, the company saw only a slight dip, going from 84 to 83. Meanwhile, Tesla made notable progress, elevating its score from 79 to 83, effectively tying with Lexus for the top position.
The ACSI report highlighted the significance of technology for younger luxury car buyers, indicating that more individuals in this demographic are opting for vehicles falling within this category.
“For these younger buyers, technology is the driving factor,” the survey noted. “In this regard, luxury vehicles deliver on their promises, outperforming mass-market cars with a score of 83 compared to 78.”
Among younger car buyers, satisfaction levels with luxury purchases outpace those who opt for mass-market vehicles. Younger individuals, classified as those aged between 26 to 41, expressed a higher overall satisfaction level with luxury vehicles, scoring 82, in contrast to the 77 scored by those who purchased mass-market cars.
In terms of the industry as a whole, customer satisfaction improved by 3 percent to a score of 79.
Associate Professor of Marketing at Michigan State and Director of Research Emeritus at the ACSI, Forrest Morgeson, said:
“Satisfaction with the auto industry as a whole has fully rebounded to pre-pandemic levels, and consumer demand is strong despite rising interest rates. The supply chain kinks that slowed production during the pandemic are starting to wane, and more cars are back in stock. Nearly every aspect of the driver experience — including driving performance, safety, dependability, gas mileage, and warranties — is better. And, despite higher prices, value perceptions have improved as well. These factors bode well for automakers — and their sales figures — in the second half of 2023.”
Tesla has been crowned the king of luxury vehicles by other publications, including recognition from Experian earlier this year.
