Special Report

Car Brands With the Most Frustrated Drivers

Source: Courtesy of Mitsubishi

5. Mitsubishi
> 2019 customer satisfaction index: 76 (tied)
> 2018 customer satisfaction index: 79 (-3.8% change)
> U.S. YTD sales: 71,100
> Parent company: Renault-Nissan-Mitsubishi Alliance

Mitsubishi, along with Nissan, is one of two Renault-Nissan-Mitsubishi Alliance brands to rank among the brands with the most frustrated drivers. In the five years it has been scored in the customer satisfaction index, Mitsubishi has never outperformed the industry standard and never scored higher than a 79.

Source: Courtesy of Jeep

4. Jeep
> 2019 customer satisfaction index: 76 (tied)
> 2018 customer satisfaction index: 80 (-5.0% change)
> U.S. YTD sales: 456,281
> Parent company: Fiat Chrysler Automobiles

Jeep, along with two other automakers, has an ACSI score of 76. This is below the overall industry score of 79, a familiar outcome for the Fiat Chrysler brand. In 26 years, Jeep has never scored above the overall industry standard satisfaction index — the only car brand for which that is the case.

Source: Tramino / Getty Images

3. Nissan
> 2019 customer satisfaction index: 75
> 2018 customer satisfaction index: 80 (-6.3% change)
> U.S. YTD sales: 653,978
> Parent company: Renault-Nissan-Mitsubishi Alliance

No automaker had a steeper decline in its customer satisfaction score than Nissan. After scoring an 80 in 2018, it fell to 75 in 2019, the third lowest score among all major car manufacturers. This is the lowest score in the brand’s history.

Source: Courtesy of Dodge

2. Dodge
> 2019 customer satisfaction index: 74
> 2018 customer satisfaction index: 77 (-3.9% change)
> U.S. YTD sales: 228,099
> Parent company: Fiat Chrysler Automobiles

Dodge’s satisfaction score of 74 marks the lowest result in the company’s history. Dodge has consistently underperformed in the 21st century — it has not earned a score higher than the industry standard since 2000. Its first half 2019 sales fell by more than 9% compared to the same period in 2018.

Source: Tim Boyle / Getty Images

1. Chrysler
> 2019 customer satisfaction index: 71
> 2018 customer satisfaction index: 74 (-4.1% change)
> U.S. YTD sales: 64,422
> Parent company: Fiat Chrysler Automobiles

Chrysler has by far the most frustrated drivers of any major auto brand in the United States. No other brand came close to its customer satisfaction score of 71, which is well below the industry standard of 79. This is the second straight year Chrysler has had the lowest satisfaction score, earning a 74 in 2018. One of four Fiat Chrysler brands on this list, Chrysler has not topped the industry standard score since 2004.

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