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Customers Say Subaru And Honda Are The Best In New Satisfaction Survey

Subaru and Honda owners say the two brands are the best when it comes to customer satisfaction. See what it means for consumers.

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If you are considering buying a particular brand of automobile, customer satisfaction can tell you a lot. According to the new 2019 ACSI Automobile Report, Subaru remains in the top spot in the 2019 Customer Satisfaction Survey among mass-market brands and they tie with Honda.

According to the American Customer Satisfaction Index (ACSI), product and service quality has declined for the auto industry overall in 2019. Subaru and Honda have also dropped from last year’s survey where Subaru was #1 and Honda #2. Subaru is counting on improved quality with its new 2020 Outback that launches this fall.

2020 Subaru Outback XT

In spite of recalls for Subaru, the Camden, N.J. automaker is able to buck the trend with record sales of their flagship Outback SUV/Crossover and Forester compact SUV. ACSI says Subaru’s customers report their cars offer superior value compared with other mass-market vehicles, and owners are also happy with Subaru quality.

On par with luxury brands

Even though Subaru declined 2% and Honda 1% from last year’s ratings, customers are still ranking the two automakers highest among all mass-market brands. Subaru hangs onto the top position, with Honda sharing first place with an ACSI score of 82.

2019 Honda Civic

According to the survey, the two Japanese automakers remain ahead of the rest of the pack with scores “that put them on par with several luxury brands” like Lexus who scores number one. Subaru and Honda beat their top rival Toyota who was third with a score of 81 (down -2% from 2018).

Customer satisfaction

Subaru’s declines could be due to the numerous recalls, and Honda is dealing with an engine oil dilution problem. But it hasn’t stopped their customers from being satisfied with owning their cars. Honda’s lineup includes their number one selling CR-V compact SUV, Civic compact sedan and hatchback, and Accord sedan that top the lineup.

The Honda Pilot, Odyssey, and HR-V are also popular models and selling well for the brand. Their newest offering is the Passport, a small SUV with off-road capability, and they have the Ridgeline mid-size pickup.

2019 Subaru Forester

Subaru offers quality SUVs and small, fuel-efficient all-wheel-drive vehicles like the Outback SUV/Crossover, Forester SUV and Crosstrek small crossover as popular nameplates. Subaru is having success with its newest offering, the all-new 2019 Ascent family hauler, the largest vehicle the brand has ever produced.

Based on interviews with thousands of customers, the new 2019 ACSI Automobile Report, shows Subaru Outback, Forester, Crosstrek, Ascent, and Honda CR-V, Civic and Accord owners evaluated their recent purchase and driving experience higher than all other mass-market brands. The two brands have historically had the most loyal customers and that trend is continuing.

You Might Also Like: Why Subaru Connects With You On An Emotional Level To Be The Best In Brand Loyalty

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Photo credit: Subaru USA, Torque News, Honda USA

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Ronald Poynter (not verified)    August 21, 2019 - 12:12AM

In reply to by Denis Flierl

Purchased new 2019 Outback Limited in Feb. 2019. First time ownet. With only 4k miles the car had performed well. The major glitch I have is the information center screen. Too often the screen locks up and at times will become jittery/shakey. When it becomes jittery, I notice it is actually keeping beat with the music being played. Crazy...ehh? Another complaint is the Bluetooth is very slow to connect at times. Other times, it does will connect at all when I plug in the USB charging cable. Problem is not in the cables as the cables work ok in my other car. Curious if this is common complaint with other Outbacks owners. Will likely take it to Subaru dealer to investigate root cause of this annoying problem. Overall, I remain pleased with my Outback. insurance premium dropped almost $125 annually from what I was paying on a 4 year Cadillac XTS. Nice surprise

Car (not verified)    August 21, 2019 - 5:52AM

Joke! Both are offenders of CVT cheap and unrealiable thing that replaced proper automatic just beacuse both brands can not come up with legit solution to offer better gas millage !
One thing Honda and Subbie found is savings from using cheap CVT over Automatic and not passing these savings back to customers...

ian mccarthy (not verified)    August 22, 2019 - 3:54PM

In reply to by Car (not verified)

I totally agree. I bought a leftover 2014 Outback in order to get the last proper automatic transmission (as well as the last power assisted steering. Instead of fly by wire). Of course last year I bought a Tesla model 3. I shan't be going back to an ICE car ever

Joe (not verified)    August 24, 2019 - 8:03AM

I’ve had my 2019 base Forester for 2 months and absolutely love it. I purchased a 100,000 mile warranty to cover CVT and Eyesight.