Special Report

Car Brands With the Most Frustrated Drivers

Source: garett_mosher / Getty Images

10. Volkswagen
> 2019 customer satisfaction index: 77 (tied)
> 2018 customer satisfaction index: 82 (-6.1% change)
> U.S. YTD sales: 184,608
> Parent company: Volkswagen Group

Volkswagen is one of four car brands the ACSI gave a score of 77 in its customer satisfaction index, falling short of the industry-wide score of 79. The German automaker had one of the steepest declines in its satisfaction score, falling from 82 the previous year. Despite this decline, sales have increased by 6.8% in the first half of 2019 compared to the same period in 2018.

Source: mazdausa.com

9. Mazda
> 2019 customer satisfaction index: 77 (tied)
> 2018 customer satisfaction index: 80 (-3.8% change)
> U.S. YTD sales: 138,553
> Parent company: Mazda Motor Corp.

Mazda is struggling to keep consumers satisfied. Its score of 77 is the lowest the Japanese car brand has received in 20 years. Compared to the first half of 2018, Mazda’s sales through June 2019 have fallen by more than 15%, one of the sharpest drops among automakers in the U.S. market.

Source: fiatusa.com

8. Fiat
> 2019 customer satisfaction index: 77 (tied)
> 2018 customer satisfaction index: 78 (-1.3% change)
> U.S. YTD sales: 5,103
> Parent company: Fiat Chrysler Automobiles

Fiat is one of four automakers Fiat Chrysler Automobiles owns to rank among the brands with the most frustrated drivers. The Italian brand is struggling to make a splash in the United States. It has struggled with numerous quality issues and declining sales, leading to speculation that the brand could soon leave the U.S. market altogether.

Source: jeepersmedia / Flickr

7. Ford
> 2019 customer satisfaction index: 77 (tied)
> 2018 customer satisfaction index: 77 (0.0% change)
> U.S. YTD sales: 1,170,982
> Parent company: Ford Motor Co.

Ford is the only automaker on this list that did not see a decline in its satisfaction score over the last year, remaining at 77 — slightly behind the overall industry score of 79. Ford’s satisfaction score has risen above the industry standard only once, in 2011.

Source: Justin Sullivan / Getty Images

6. Kia
> 2019 customer satisfaction index: 76 (tied)
> 2018 customer satisfaction index: 79 (-3.8% change)
> U.S. YTD sales: 304,844
> Parent company: Hyundai Motor Group

2019 marked Kia’s second straight year of declining customer satisfaction. The Hyundai brand dropped from an 82 in 2017, to 79 in 2018, and 76 in 2019. Kia’s customer satisfaction score has only topped the industry standard once since 2006.

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