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Autoblog Minute: New car customer satisfaction down according to latest ACSI report

Customers have spoken and automobile satisfaction is down in 2015. Autoblog's Chris McGraw reports on this edition of Autoblog Minute. Show full video transcript text [00:00:00] Customers have spoken and automobile satisfaction is down in 2015. I'm Chris McGraw and this is your Autoblog Minute. The American Customer Satisfaction Index or ACSI released its updated numbers and according to the survey, new car buyer satisfaction is down for the third straight year. According to an ACSI press release, customer satisfaction with new automobiles has fallen 3.7 percent, to 79 on its 100-point scale. The ACSI report is based on over 4,100 customer surveys collected in the second quarter of 2015 Sitting at the top of the industry in customer satisfaction is Toyota's Lexus brand with a score of 84. Which was good enough to dethrone Mercedes-Benz, which fell 3% to a score of 83. Of the Big Three, Ford was the only domestic automaker to maintain overall customer satisfaction with its score of 81. General Motors slipped 3% to 79 and Fiat Chrysler had a 5% drop, registering a score of 75 out the possible 100. What's driving this trend of customer dissatisfaction? ASCI points to the rise in recalls and car prices. Where do you land on customer satisfaction spectrum? Sound off in the comments with your thoughts on the current state of car ownership and brand quality. For Autoblog, I'm Chris McGraw. Autoblog Minute is a short-form video news series reporting on all things automotive. Each segment offers a quick and clear picture of what's happening in the automotive industry from the perspective of Autoblog's expert editorial staff, auto executives, and industry professionals. Chrysler Fiat Ford GM Lexus Mercedes-Benz Car Buying Ownership Autoblog Minute Videos Original Video

2015 Ford Transit

As a segment, fullsize vans are stealth-fighter invisible on most consumers' radar. Visit a dealership for any of the four brands that offer them and you'll be lucky to find even one on display. These are commercial vehicles primarily, even more so than pickup trucks. Vans are the shuttles for plumbers, caterers, carpenters, concrete layers, masons, electricians, florists and flooring, and a huge part of this country's productivity is accomplished using them. At the moment, Ford is the 800-pound gorilla in that room - fully 41 percent of commercial vehicles wear a Blue Oval. So when Ford announced three years ago it would be ditching its commercial bread-and-butter E-Series, it meant the Transit that would be replacing the Econoline had huge, 53-year-old shoes to fill.
We were still a bit nostalgic about Econoline vans going away until going directly from the Transit first drive in Kansas City to an E-350 airport shuttle. Climb up through the Econoline's tiny double doors and bang your head on the opening, crouch all the way to your seat then enjoy a loud, rattle-prone, creaky, harsh ride on beam-hard seats while struggling to see out the low windows. This is an experience nearly every traveler has had. By comparison, the Transits we'd just spent two days with were every bit of the four decades better they needed to be. It cannot be understated just how much better the Transit is in every single way. The load floor is barely more than knee high. There's a huge side door, and hitting your head on a door opening is nearly impossible. Stand up all the way if you're under six-foot, six-inches - no more half-hunching down the aisle. There are windows actually designed to be looked out of. The ride is buttery smooth, no booming vibration from un-restrained metal panels and no squeaks. Conversations can be held at normal levels rather than yelling over the roar of an ancient V8. The seats are comfortable. The AC is cold. There are cupholders.
Enough anecdote-laying, what's in a Transit? We're talking about a very fullsized unibody van that's enjoyed a 49-year history in Ye Olde Europe. This latest iteration is part of the "One Ford" initiative, so it was designed as a global offering from the get-go, eschewing the body-on-frame construction the E-Series has used since 1975. Instead, the Transit integrates a rigid ladder frame into an overall frame construction made of high-strength cold-rolled and boron steel. The suspension is a simple but well-tuned Macpherson strut array up front with a rear solid axle and leaf springs.

2014 Ford Fiesta Titanium

You might not be interested in owning a subcompact (B-segment) hatchback for $20,000. Let's be clear from the get go here: there are any number of reasonable arguments for staying away from the highest-content versions of these small cars. Ford's player in the B-segment arena is the newly updated 2014 Fiesta, and the Titanium trim represents the most luxurious instantiation of the model. We recently were loaned a Fiesta Titanium for a week, whose final sticker price hit $20,390, with navigation being the only standalone option added to the bottom line. By way of comparison, the most basic version of the all new, one-segment-up Mazda3 hatchback costs $19,740 with delivery and destination accounted for, and no options added on.
Hold on to that thought for a moment, we'll get back to it.