密歇根大学-2017美国汽车行业满意度调查报告（英文）-2017.8.29-10页

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1、ACSIAmericanCustomerSatisfactionIndex®ABOUTACSIAutomobiles&LightVehicles81-1.2%TheAmericanCustomerSatisfactionIndex(ACSI®)isanationaleconomicindicatorofcustomerevaluationsofthequalityofproductsandservicesavailabletohouseholdconsumersintheUnitedStates.TheACSIusesdatafromin

2、terviewswithroughly180,000customersannuallyasinputstoaneconometricmodelforAugust29,2017analyzingcustomersatisfactionwithmorethan300companiesin43industriesand10economicsectors,includingvariousservicesoffederalandlocalgovernmentagencies.ACSIAUTOMOBILEACSIresultsarereleasedt

3、hroughouttheyear,withallREPORT2017measuresreportedonascaleof0to100.ACSIdatahaveproventobestronglyrelatedtoseveralessentialindicatorsofmicroandmacroeconomicperformance.Forexample,firmswithhigherlevelsofINDUSTRYRESULTSFOR:customersatisfactiontendtohaveAutomobiles&LightVehic

4、leshigherearningsandstockreturnsrelativetocompetitors.StockportfoliosbasedoncompaniesthatshowstrongperformanceinACSIdeliverexcessreturnsinupmarketsaswellasdownmarkets.Atthemacrolevel,customersatisfactionhasbeenshowntobepredictiveofbothconsumerspendingandGDPgrowth.©2017ACS

5、ILLC.ALLRIGHTSRESERVED.ACSIACSIAutomobileReport2017CustomerSatisfactionChallengesforDetroitCustomersatisfactionwithautomobilesandlightvehiclesslips1.2%toascoreof81ontheAmericanCustomerSatisfactionIndex’s(ACSI®)scaleof0to100.Ayearago,theindustryimproveddriversatisfactionan

6、dsaleswereatrecordhighs.Thisyear,demandseemssomewhatsaturated,andtotalcarsalesaredown11.4%forthefirsthalfof2017.So,too,iscustomersatisfactionfortheindustry,althoughindividualnameplatespostmoregainsthanlosses.Amongthe25automakerstrackedbytheACSI,12improvefromayearagoandonl

7、y8platesdecline—4ofwhicharedomesticbrands.Foreign-madevehiclescontinuetohavethehighestdriversatisfactionand77%oftheabove-averagenameplatesintheACSIareimports.Manyforeign-madecarsarenotpartofthecustomersatisfactiondownturnfortheindustry,andEuropeanautomakersmatchJapanesean

8、dKoreanmanufacturerswithanACSIscoreof82.ThegapbetweeninternationalanddomesticautomakerswidensasU