Lincoln, as a brand, has historically produced somewhat mixed results on various customer satisfaction studies, including J.D. Power’s U.S. Automotive Performance, Execution and Layout (APEAL) Study, which is designed to specifically measure owner satisfaction with new-vehicle design and performance. Lincoln ranked below the premium segment average in that study in 2022 before moving up significantly in 2023 and remaining largely flat this year. However, in another recent, similar study, the luxury brand didn’t fare quite as well.
That report is the American Customer Satisfaction Index (ACSI) 2024 Automobile Study, which found that Lincoln scored 79 out of 100 possible points in the latest version. Lincoln wasn’t included in last year’s study, so we have no comparison to go by in that regard, but the brand did fare worse than average in terms of all luxury brands – tying BMW and finishing ahead of only Acura, while falling behind the rest of the pack that’s led by Mercedes-Benz, Tesla, Cadillac, Lexus, and Audi.
Each year, the American Customer Satisfaction Index (ACSI) seeks to measure customer satisfaction benchmarks for the entire automotive industry, using consumer opinions about critical elements of the customer experience to do so. This year, the ACSI results are based on 12,173 randomly issued surveys conducted over a 12-month period that ended in June 2024, with scores reported on a scale of 0-100 based on consumer satisfaction with automotive brands.
As for Ford, it fared a bit better among all mainstream automotive brands by ranking in the middle of the pack with the same score of 79, which was a two-point improvement over 2023’s score of 77 – the third best year-over-year gain behind the four percent gained by Kia, Volkswagen, and Ram, ranking Ford eighth among all mass market brands behind Subaru, Toyota, Honda, Mazda, Buick, Kia, and Chevrolet.
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Comments
IT HAS BEEN TWO MONTHS SINCE LINCOLN SAID THAT THE AVIATOR THAT I ORDERED IN JANUARY 24 WAS BUILT. I HAVEN’T SEEN THE CAR YET. IN TWO MONTHS, I WOULD EXPECT THAT LINCOLN COULD PRODUCE CARS FOR DELIVERY
I called Customer Service in Dearborn MI on the 19th of this month. Had been waiting 7 months for my Nautilus. The Rep told me where my car was located. And two days later I was sitting in my new car! Have the invoice handy bc the rep will ask for some numbers off the invoice your dealer gives you.
One reason is that updates, or the lack thereof, to their BlueCruise are a spectacular failure.