Customer satisfaction in the auto industry has slipped a little, but not every brand is feeling the pinch. The latest American Customer Satisfaction Index (ACSI) Automobile Study for 2025, based on nearly 10,000 surveys, shows some automakers rising to the occasion while others are falling behind. It also reveals a clear story about gas, hybrid, and electric cars that might surprise you.
The Winners: Lexus, Subaru, and Hyundai
Kyle Edward
Subaru
Hyundai
Related: Lexus And Nissan Top New Car Quality List as Audi and Volvo Sink to the Bottom
Lexus is this year’s breakout star, jumping 6% to an industry-best score of 87. The brand surged past Mercedes-Benz and Tesla on the strength of its hybrid lineup, with models like the RX, ES, and NX driving sales.
On the mass-market side, Subaru takes the crown, climbing to 85 points, edging past Toyota. Buyers continue to value Subaru’s reputation for safety and dependability, backed up by new products like a redesigned Forester and a stronger Crosstrek engine. Hyundai also earns a win, climbing 3% to 80. It’s proof that offering good value and improving quality still go a long way in a competitive market.
The Losers: BMW, Audi, and Stellantis
BMW
Audi
Jeep
Not everyone made progress this year. Despite M car sales figures climbing, BMW took the hardest hit, sliding 5% to 75 and finishing last among luxury brands. Audi dropped 4% to 77, while Tesla also lost ground, slipping to 81 after once sharing the top spot. Things weren’t much better on the mass-market side. Stellantis brands — Jeep, Dodge, Chrysler, and Ram — all declined, falling behind rivals like Subaru and Mazda, and its losses corroborate this. It’s a reminder that a strong reputation from the past isn’t enough if current customer expectations aren’t being met.
Gas, Hybrid, or EV: What Drivers Really Want
Lexus
One of the clearest takeaways from the study is that hybrids make drivers happiest. Mass-market buyers gave both hybrids and gas cars a solid 80, while EVs trailed far behind at 68. Luxury buyers told a similar story, rating hybrids at 83, gas at 80, and EVs at 78. The biggest frustrations with EVs are range anxiety and worries about resale value. Hybrids, on the other hand, hit the sweet spot by offering the best of both worlds. With EV adoption slowing, the numbers suggest that, at least for now, hybrids are the most satisfying middle ground for U.S. drivers, especially when they come from Lexus.
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