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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

Yearly auto recall record demolished in 6 months

With nearly 40 million vehicles under repair campaigns and counting, 2014 will almost certainly go down as the year of the automotive recall. At just past the halfway mark, we are already at record levels, and there aren't any signs that the epidemic is slowing. General Motors' latest 8.4 million vehicle recall in the US puts the industry over the top for the title of the most cars with fixes pending from automakers ever. That's a prize no one ever wants to receive. According to TheDetroitBureau.com, the US recall total has hit 39.85-million vehicles to surpass the previous record of 33.01 million in 2004. Perhaps more surprising, with over 26 million repairs pending, it's still quite possibly that GM could recall more vehicles by the end of the year than the 27.96-million unit total of the entire US auto industry last year. With over 40 campaigns under its belt in 2014, the roughly one million cars it would take would hardly come as a surprise at this point, especially with increased government scrutiny into the Detroit automaker's processes. The pace of recalls started off relatively normal this year, with just a smattering of campaigns. The most surprising early on was Aston Martin calling in about 75 percent of its output since 2007 due to counterfeit plastic, but with just a few thousand cars, it was relatively tiny in pure numbers. GM really kicked things off soon after, but we didn't know it at the time. It issued its first bulletin for 778,000 Cobalt compacts in early February. Things only ballooned from there as more models were added to its growing ignition switch problem. The onslaught of announcements from every major automaker hasn't abated since then. Some industry executives are trying to put a positive spin on the situation. "With what's transpired (in recent months), there's a higher level of scrutiny," said Joe Hinrichs, Ford president of the Americas, to TheDetroitBureau.com. He believes that automakers are looking at data much more thoroughly than before, and it means better customer safety. Still, many consumers probably wish these problems had been found before their car went on sale.

Ford C-Max sales hold steady despite fuel economy fracas

Despite the ballyhoo that accompanied Ford's lowering of the C-Max fuel economy figures, the Blue Oval is still seeing strong demand for the five-seat MPV, as Automotive News reports. Speaking to marketing boss Jim Farley, AN says that the controversy surrounding the C-Max's fuel economy figures won't force Ford to change its marketing strategy.
Ford lowered the fuel economy rating of the C-Max after public outcry and legal action by customers that were unable to reach the 47 miles per gallon promised by the window sticker. The new ratings were dropped about a month ago to 45 mpg on the freeway and 40 mpg in the city. Ford offered rebates for current C-Max owners, with $550 going to those that bought their car and $325 to lessees. The issue, says Ford, stemmed from testing standards that allowed the automaker to base the C-Max's fuel economy on the Fusion Hybrid, because they use identical powertrains. The C-Max's less aerodynamic shape wasn't taken into account, though.
Whether Ford's PR team handled the crises perfectly or people just aren't that bothered by a four-mpg drop in combined ratings, demand remains strong for the C-Max among consumers. Ford moved 3,000 units in August, which was a 12-percent jump over July sales. Meanwhile, consumer demand through third-party shopping websites remains strong as well, according to Autometrics, a data analysis company that spoke with Automotive News. While the long-term effects of the adjustments remain unknown, the C-Max appears to have fared well in the near term.