Tuesday, October 20, 2020
News FCA Surpasses Ford And GM In Customer Satisfaction

FCA Surpasses Ford And GM In Customer Satisfaction

The American Customer Satisfaction Index shows FCA improving their scores and outclassing both Ford and GM.


  • Ram leads the way in FCA’s results.

  • Generally speaking, customers are overall less satisfied with their vehicles for the 2nd year in a row.


These survey results were attained by interviewing 10,414 customers via email between July 1st, 2019, and June 14th, 2020. Interviewees were selected at random and through their responses, FCA has completed quite a turnaround.

The American Customer Satisfaction Index has discovered that overall customer satisfaction with their automobiles and light vehicles has dropped 1.3% to 78 (out of 100). This is the second consecutive year of customer satisfaction decreases. Relatedly, 17 brands have posted drops in year over year results.

In the recent past, FCA had registered some of the lowest scores but clearly that’s behind them now. In fact, among mainstream brands, Ram has tied with Toyota with 80, and matches luxury makes such as Audi, Mercedes-Benz, and Cadillac.

2020 Chrysler Pacifica Hybrid

Other FCA brands did not score as highly however they bucked the downward trend according to the survey. Chrysler is dead last with a score of 73 however this represents a 3% increase over last year. Dodge is second to last with 75, a 1% increase. Jeep remained flat at 76, tied with Fiat, which lost 1 point. Overall, however, FCA fared far better in this survey than Ford and GM.

Lincoln was the biggest loser in the survey, dropping 6% from 82 to 77. Volvo and BMW follow close by with 5% drops in standing, from 82 to 78. Among mainstream brands, other considerable drops were awarded to Chevrolet (-5%, from 80 to 76) and Buick, with a 4% loss (79 to 76). Hyundai, Subaru, and Honda also dropped by 4%.

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Matt St-Pierre
Matt St-Pierre
Trained as an Automotive Technician, Matt has two decades of automotive journalism under his belt. He’s done TV, radio, print and this thing called the internet. He’s an avid collector of many 4-wheeled things, all of them under 1,500 kg, holds a recently expired racing license and is a father of two. Life is beautiful. Send Matt an emai

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