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Where does Subaru rank in customer satisfaction with its new Outback, Crosstrek, Forester, and other all-wheel-drive models? Last year, in the American Customer Satisfaction Index (ACSI), Subaru tied for first place with Toyota.
This year, Toyota took the lead in mass-market (non-luxury) vehicles with an ACSI score of 84. Subaru is just a little behind, with a score of 82. Even though Subaru dropped a spot, the Japanese automaker climbed 3 percent from last year, earning it a second-place finish.
How does Subaru compare with other mainstream brands?
The ASCI report says Honda was up 5% and Mazda up 3% with scores of 81 and 80, respectively, and earned the third and fourth place spots. ACSI says, "Although most mass-market brands see satisfaction spikes, a few went in reverse. Nissan slips 1% to 76, Volkswagen falters 3% to 75, and Jeep (down 3%) and Ram (down 5%) stumble to 74. The bottom spot, however, belongs to Chrysler, which dips 1% to an ACSI score of 71.
The ACSI Automobile Study is based on interviews with 8,941 customers, chosen randomly and contacted via email between July 2022 and June 2023. Customers are asked to evaluate their recent experiences with automobile brands manufactured by the largest companies in terms of market share, plus an aggregate category of "all other"—and thus smaller—auto nameplates.
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The scores were calculated on a 0 to 100 scale in the ACSI using various survey questions that measure different facets of customers' experiences with the product or service.
The scores from Subaru customers reveal much about the automaker. Even though Subaru slipped to second, the automaker scores high in service quality, product quality, safety technology, dependability, customer satisfaction, and drive performance.
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2023 Subaru Outback, Crosstrek, Forester Ascent, and other new model customers scored their all-wheel-drive vehicles higher than all other car brands except for Toyota this year.
Why are Subaru Forester, Outback, Crosstrek, and other model owners satisfied with the new car? The ACSI study reveals customers with mainstream brands are most happy with the vehicle's driving performance (84), vehicle safety (84), dependability (83), quality of mobile app (83), seat comfort, ride, and quietness (82). Mainstream car buyers are least satisfied with the vehicle's warranties (78) and technology (controls, displays, audio, navigation, and video systems) (78).
In a challenging environment, 2023 Subaru Forester, Outback, Crosstrek, and Ascent customers score their all-wheel-drive vehicles higher than all other car brands' vehicles except one. In the new 2023 ACSI customer automobile study, Subaru is the number two car brand.
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Denis Flierl brings over thirty years of combined auto industry and automotive journalism experience to Torque News readers. He is an accredited Rocky Mountain Automotive Press (RMAP) member. The last twelve years have been spent with Torque News, covering Subaru vehicles and the latest news. Check back daily for his expert Subaru analysis. You'll find the latest stories on the Torque News Subaru page. Follow Denis on Facebook, Twitter, and Instagram.
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