The auto industry’s most satisfied customers don’t drive electric vehicles. They don’t drive traditional gas-powered cars, either.

Owners of hybrid vehicles posted the highest satisfaction scores in the American Customer Satisfaction Index’s ACSI Automobile Study 2024, averaging 82 out of 100 to top gas vehicles (80) and EVs (77), and leading in both the mass-market and luxury segments.

“The surge in hybrid vehicle sales over the past year is a clear indication consumers are seeking a balance between environmental consciousness and practical needs,” said ACSI director of research emeritus Forrest Morgeson, an associate professor of marketing at Michigan State University.

“Hybrid owners are telling us they feel they’re doing something positive for the environment while still maintaining the flexibility and convenience they require. As automakers continue to invest in hybrid technology, we expect that trend to continue.”

Overall, the survey of 12,173 customers conducted from July 2023 to June 2024 found satisfaction with the automobile industry holding steady, up 1% to a score of 80 (from the previous year).

The average score for both mass-market (79) and luxury (81) brands was unchanged year-over-over, with the overall improvement coming from a 7% rise in satisfaction with smaller brands that ACSI classifies as “all others,” which matched the luxury segment with a score of 81.

“Despite automotive sales showing strong growth in 2023, many consumers remain cautious about making major purchases like new vehicles,” Morgeson said. “Inflation poses challenges and there are real concerns over new vehicles becoming outdated quicker because of how fast technology evolves. Plus, factors like economic uncertainty and range anxiety around electric vehicles contribute to that hesitation.”

Four brands were tied for the top satisfaction ranking with scores of 83.

Subaru and Toyota led the mass-market segment, with Toyota down one point from the 2023 study while Subaru gained a point. ACSI’s report noted a correlation with strong recent sales for both of those brands, with Subaru reporting 22 consecutive months of month-over-month sales growth through May 2023, while Toyota reported 14.3% sales growth for the first half of 2024.

Honda (82) was third in the mass-market category, followed by Mazda (81) and Buick and Kia in a tie for fifth at 80. While RAM (77) and Jeep (75) showed gains year-over year, the four Stellantis brands took the bottom four spots in the mass-market rankings, with Dodge at 74 and Chrysler last at 71.

Among luxury brands, Mercedes jumped four points year-over-year to catch Tesla for the top score, with 2023 co-leader Lexus dropping 1% to 82 and matching Cadillac for third. Audi (80) completed the top five.

All aspects of the customer experience remained the same or improved year-over-year for mass-market vehicles, with driving performance and vehicle safety unchanged at 84, and dependability, exterior appearance (up one point) and mobile app quality at 83. The lowest-scoring metrics all posted gains – gas mileage and technology up three points to 80 and warranties up 1% to 79.

Though scores for luxury brands were higher, none of their customer experience ratings improved. Mobile app quality (86), driving performance (85), and mobile app reliability (85) scored best, while interior (82), warranties (82) and gas mileage (80) were at the bottom.

The complete study can be downloaded here.