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Autoblog Minute: New car customer satisfaction down according to latest ACSI report

Customers have spoken and automobile satisfaction is down in 2015. Autoblog's Chris McGraw reports on this edition of Autoblog Minute. Show full video transcript text [00:00:00] Customers have spoken and automobile satisfaction is down in 2015. I'm Chris McGraw and this is your Autoblog Minute. The American Customer Satisfaction Index or ACSI released its updated numbers and according to the survey, new car buyer satisfaction is down for the third straight year. According to an ACSI press release, customer satisfaction with new automobiles has fallen 3.7 percent, to 79 on its 100-point scale. The ACSI report is based on over 4,100 customer surveys collected in the second quarter of 2015 Sitting at the top of the industry in customer satisfaction is Toyota's Lexus brand with a score of 84. Which was good enough to dethrone Mercedes-Benz, which fell 3% to a score of 83. Of the Big Three, Ford was the only domestic automaker to maintain overall customer satisfaction with its score of 81. General Motors slipped 3% to 79 and Fiat Chrysler had a 5% drop, registering a score of 75 out the possible 100. What's driving this trend of customer dissatisfaction? ASCI points to the rise in recalls and car prices. Where do you land on customer satisfaction spectrum? Sound off in the comments with your thoughts on the current state of car ownership and brand quality. For Autoblog, I'm Chris McGraw. Autoblog Minute is a short-form video news series reporting on all things automotive. Each segment offers a quick and clear picture of what's happening in the automotive industry from the perspective of Autoblog's expert editorial staff, auto executives, and industry professionals. Chrysler Fiat Ford GM Lexus Mercedes-Benz Car Buying Ownership Autoblog Minute Videos Original Video

Mercedes calls CLA 'best launch in 20 years' as it warns dealers of tight supplies

It's still in the early going, but it's looking more and more like the 2014 Mercedes-Benz CLA is a verifiable home run for the German brand. According to a new report from Bloomberg, the new small car isn't just widening the sales gap between Mercedes and BMW, it's attracting a new, younger breed of customers into the brand's showrooms. But that early success is straining supplies of the turbocharged four-door.
Dealers have been warned that the first half of 2014 will see limited supplies for CLA, with a letter to dealers indicating that "tight inventories and low days supply" will exist from February through June, despite the car's Kecskemét, Hungary plant running at full tilt.
"This is our best launch in 20 years," said Steve Cannon, the US boss for Mercedes. "The CLA has been a phenomenal success right out of the gate." The numbers certainly support that. We reported in early October that Mercedes moved 2,300 CLAs in its first week on sale, and now Bloomberg is saying CLA sales were almost singlehandedly responsible for Benz's November sales gains. Mercedes' annual sales are up 14 percent through the November, and it's enjoying a healthy 7,600-car lead over BMW.

How Atlanta landed Mercedes-Benz

The first phone call came last spring. An international real estate company had a high-profile client that wanted to relocate its North American headquarters. The client, whose identity was confidential, narrowed the list of prospective sites to Texas, North Carolina and Georgia. Would Georgia officials be interested in a discussion? Behind the scenes, they worked for months to lure the company, touting lower housing prices and a relaxed pace of life. They arranged interviews with CEOs of other companies in Atlanta who could speak about the area's business climate and they augmented negotiations with key executives from a utility company and Atlanta-Hartsfield Airport. Ultimately, they were also offered a reported $40 to $50 million in tax incentives. Secrecy was vital. The intermediary and officials with the Georgia Department of Economic Development gave the project a code name that changed three times throughout the summer and fall, so that only a few people had access to the most basic information. It was called Operation Eagle. It was only in September that the Georgia officials learned the identity of the client, Mercedes-Benz, and only last week that Operation Eagle bore fruit when the company publicly announced it would relocate its North American headquarters from Montvale, NJ, to the north side of Atlanta. "They put themselves in a spot on the north side where millennials can live in the city, and people can live in the northern suburbs and raise a family," Tom Croteau, deputy commissioner of global commerce for the GDED, tells Autoblog. "And when you combine that with the business aspect of a lower-cost environment, that's what we were able to provide them, along with a long-term commitment to support them however we can." In the move, the company benefits from a location that's closer to a growing base of suppliers that work with German car companies in the Southeast, as well as closer proximity to ports in Brunswick, GA, that are some of the busiest in the country. Mercedes-Benz will bring 800 to 1,000 jobs to the area. In addition to the employment, Georgia benefits from another notch in its automotive belt. Atlanta is already home to Porsche's North American headquarters. Kia Motors has a major manufacturing facility in West Point, GA, and General Motors opened an information technology center in Atlanta two years ago that employs roughly 1,000 workers.