Although production technology is closing the gap between economy and luxury cars in terms of defects per car, luxury brands such as BMW, Mercedes Benz, Buick and Cadillac lead the way in overall customer satisfaction. Because of significantly larger margins in the luxury car market, customer loyalty is more important in this segment. Accordingly, luxury car manufacturers tend to have stronger customer management programs in place. ACSI measures customer satisfaction with both the service and product components of manufacturing durables. Dealers need to build lasting, trusting relationships with their customers, starting with the sale and carrying through to ensuring the reliability of after-sales service and the convenience of recall management programs.
Personal computers continue resurgence.
Led by manufacturers such as Dell and Gateway, the industry has since enjoyed a two-year rise in customer satisfaction. Electronics manufacturers offer more choice, better value to customers. Combined with improved customer service at the retail level, these trends have led to a relatively large increase in the American public's perception of value offered by consumer electronics. The four-point increase restores the consumer electronics industry to its previous ASCI high of 83, recorded in 1994. Household appliances maintain a high standard.