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Subaru Slips Again In New Customer Satisfaction Report -See Where They Still Rate Best

The American Customer Satisfaction Index is out, and Subaru slips in owner satisfaction among mainstream auto brands. See how Subaru compares with other automakers and where they rank best five straight years.


How do owners of Subaru Forester, Outback, Crosstrek, and Ascent rate their vehicles' overall performance? Two years ago, Subaru was number one in the American Customer Satisfaction Index (ACSI). Last year Subaru tied with Honda for the top honor, and this year Subaru slips one spot on the new ACSI list. Even though Subaru drops to second place, they still rate best in one area.

Subaru isn't the only automaker that saw a decline in customer satisfaction. For the second consecutive year, customer satisfaction decreases across all automakers, both foreign and domestic. ACSI says customer satisfaction is now at its lowest in five years for domestic brands and international automakers. Scores are also dropping for mainstream automakers as well as all luxury brands.

2021 Subaru Forester, 2021 Subaru Crosstrek, 2021 Subaru Outback

Among mainstream brands, Ram moves up to the number one spot in a tie with Toyota. Both have a top score of 80. Ram customers rate the exterior of the vehicle best, while Toyota is best in class for dependability. While Subaru slips 4 percent from last year, they tie with Honda for the number two overall spot with a score of 79.

Looking at the glass nearly full, Subaru scores better than fourteen mainstream automakers, and higher than four luxury brands, BMW, Volvo, Acura, and Lincoln. While Subaru matches its prior low last seen in the late 1990s, owners of Subaru Forester, Outback, Crosstrek, Ascent, and other models are mostly satisfied with their vehicles and the most satisfied with the safety features of any automaker.

2021 Subaru Forester, 2021 Subaru Crosstrek, 2021 Subaru Outback

Subaru scores best in class

Where Subaru scores higher than all mainstream automakers is the vehicle safety category. Among mainstream brands, drivers are less impressed with their vehicle's safety systems than a year ago, but Subaru still rates best in class among all mainstream vehicles now five straight years.

All 2021 Subaru Forester, Outback, Ascent, and Crosstrek models equipped with a CVT transmission, now come standard with the brand's EyeSight driver assist technology. The safety system includes adaptive cruise control, lane keep assist, pre-collision braking, and throttle management.

EyeSight's automatic braking will stop the vehicle if you're about to hit a car or pedestrian. It also comes with electronic steering to keep the vehicle in its lane and cruise control adjusts to traffic.

In the new ACSI report, Subaru slips to number two, but Forester, Outback, Crosstrek, and Ascent customers are overall satisfied with their all-wheel-drive vehicles. In the customer's eyes, Subaru continues to be number one for safety.

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Denis Flierl has invested over 30 years in the automotive industry in a consulting role working with every major car brand. He is an accredited member of the Rocky Mountain Automotive Press and the founder of Subaru Report where he covers all of the Japanese automaker's models. More stories can be found on the Torque News Subaru page. Follow Denis on Facebook, Twitter, and Instagram.

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Photo credit: Subaru


Elinor Satawa (not verified)    August 26, 2020 - 11:56AM

I bought my first outback in 2002 and kept it for almost 11 yrs. Then I started leasing and am on my fourth Subaru now with my first Forester. I am a senior and love all the safety features! I would never consider another brand even though my husband worked for GM. This is the best car especially for seniors ☺️

Apurba Chattopadhyay (not verified)    August 26, 2020 - 11:03PM

I leased a Subaru Forester on March 2019. When the recall notice came, I went to the dealership where I leased the vehicle to fix the problem. Before fixing the problem they told me that the rear wheels are out of alignment and they would align the wheels for about CAD 160 plus taxes. I did not agree because the car was only 15months old, driven for less than 12,000 km by me only. I called Subaru Customer Care to report the issue and told them that the car had this issue right from day one according to me. They did not agree with me and compelled me to fix the alignment at my cost.
This is extremely dissatisfying to me because I have been leasing Acura from 2002 and never faced a problem like this.