Dissatisfaction Grows with Expensive Cars and Higher Performance Standards set by ACSI
In a recent study by the American Customer Satisfaction Index (ACSI), overall satisfaction among U.S. car buyers has taken a slight dip, falling one point to 79 on a 100-point scale. This marks the first decline in several years.
The study, based on 9,949 completed surveys collected between July 2024 and June 2025, added two new categories: driving distance on a full charge or tank, and expected resale or trade-in value.
Despite the decline in overall satisfaction, hybrid and electric vehicle (EV) owners seem to be more content with their purchases. Hybrid owners rated both categories higher than their gasoline or EV counterparts. However, satisfaction with hybrids slipped two points to 80, while EV satisfaction plunged five points to 73.
The resale or trade-in value for hybrids scored 73, compared to 72 for gas vehicles and a low of 63 for EVs. This makes hybrids the least desirable in terms of resale value, according to the study.
Sales are at their highest levels since 2019, with hybrids and EVs together accounting for roughly 22% of U.S. light-duty sales, up from 18% a year earlier. Dealerships that only recently were plagued by empty lots are full again, indicating a strong demand for these vehicles.
Shoppers are driving away with higher monthly payments that stretch across longer loan terms. This is despite the fact that wages lag behind the record transaction prices being paid for these vehicles.
The biggest shift came in the luxury segment, where Tesla slid two points to 81 in the ACSI study. Luxury buyers show a similar pattern: hybrids scored 83, compared with 80 for gas models and 78 for EVs.
Lexus vaulted to the top of the luxury segment in the ACSI study with a six-point surge, finishing with a score of 87. Subaru rose two points to an score of 85, edging ahead of Toyota, which slipped one point to 82.
The automotive brand that has achieved the greatest increase in customer satisfaction in recent years is not specified in the available search results. Therefore, no concrete brand or specific influencing factors can be identified from the provided data.
New models tout advanced driver-assistance systems, bigger touch screens, and more fuel-efficient drivetrains than ever before. The driving range for hybrids scored 77, compared to 74 for gas vehicles and 64 for EVs. Driving distance on a full charge or tank scored 74, the lowest of any measure in the study.
As the market for hybrid and electric vehicles continues to grow, it will be interesting to see how these trends evolve in the coming years.
