Consumer Reports finds itself between the proverbial rock of its own creation — the low reliability rating of Tesla vehicles — and the cold, hard reality that is the uber positive opinions of thousands of Tesla owners. The 2016 Consumer Reports Owner Satisfaction Survey found that Tesla owners were amongst the most satisfied and that 91% would purchase another Tesla.
That puts Tesla #1 in owner satisfaction … by a landslide. It beat #2 Porsche (84%) by a whopping 7 percentage points and #3 Audi (77%) by 14 percentage points.
I have to admit that I do not come into this news as an outsider, but rather, as a veteran owner of a Tesla Model S. My first year of ownership was well documented in our ongoing long-term review, with a more refined summary in my recent “year in review” article.
The results of the Consumer Reports Owner Satisfaction Survey put Tesla far above well established brands such as Porsche, Audi, and Subaru — an impressive result to say the least, especially in light of the well documented reliability issues that persist, particularly in the Tesla Model X.
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The Consumer Reports Owner Satisfaction Survey was looking at overall owner satisfaction, with a specific focus on whether they would definitely buy the car again:
“Our brand rankings represent owner sentiment across each brand’s product line. (Model satisfaction is determined by the percentage of owners who responded “definitely yes” to the question of whether they would buy the same vehicle if they had it to do all over again.) To determine brand love—or disdain—we took a straight average of the satisfaction score for each brand’s models.
“Our survey revealed that the Tesla, Porsche, Audi, and Subaru brands remained in the top four spots again this year. Some other brands were on the move. Lincoln climbed from 21st place last year to 12th this year, and Hyundai shot up to 13th from 24th, based on the strength of new and recently redesigned models.“
While this is only one data point, it highlights just how important the improvements are that Tesla has delivered to consumers (zero emissions at the point of use, electric drive, smooth ride, quiet interior, user-friendly tech, Supercharger network, great customer service, not treating service centers as profit centers, manufacturer owned dealership experience, etc., etc.) when weighed against less-than-stellar reliability that is inevitable in a new mass-market vehicle.
On the flipside of the electric revolution, slow adopters and dieselgaters (cough … VW) didn’t fare so well in the survey:
“Meanwhile, Ram, a brand that sells just pickup trucks and vans, took a huge tumble from last year’s 5th place ranking to 17th. Other brands that fell in the rankings include BMW (from sixth to 14th place) and Volkswagen (from 16th to a dismal 24th).”
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