With newer car brands like Tesla gaining prominence, along with the broader rise of electric powertrains, and other formerly high-end technology becoming common on even the most basic new cars, it often feels that the line between luxury automakers and mainstream car brands is blurrier than ever.
Still, no matter what type of powertrain is under the hood, there are lots of car buyers who desire the prestige, performance, and extra amenities that come with these luxury brands, and they’re happy to pay the additional cost to own them. This market position is distinct enough for luxury brands to have their own separate category when it comes to ranking things like reliability and customer satisfaction. When it comes to the top-ranked luxury brand for customer satisfaction, the winner shouldn’t be too surprising for anyone who has followed the industry for a while.
In the 2025 American Customer Satisfaction Index Automobile Study, it was the Toyota-owned Lexus that ranked highest among luxury automakers, jumping up two spots and overtaking both Mercedes-Benz and Tesla when compared to the previous year’s rankings. A big part of of that is the wide-ranging and high-quality Lexus hybrid vehicle lineup, with hybrids in general earning higher satisfaction rankings across all brands, especially when compared to electric vehicles.
Read more: 10 Toyota Models With Terrible Resale Value
Hybrid is the way
Lexus RX hybrid parked on a road cutting a vineyard, front 3/4 view, silver exterior – Lexus
ACSI conducted its automobile satisfaction survey between 2024 and 2025, surveying a little under 10,000 vehicle owners on a variety of different categories that summarize the ownership experience. The list includes traditional satisfaction categories like driving performance, efficiency, comfort, and reliability, along with two new categories added for 2025, total range on a fuel tank or electric charge, and expected resale value.
Lexus took the top spot among all luxury brands with a total score of 87 on a scale of 100, five points ahead of second-place Mercedes-Benz. The result isn’t shocking, as the brand’s corporate parent, Toyota, is also ranked highly when it comes to customer satisfaction. What especially drove Lexus’ rise in this year’s rankings is its hybrid vehicles. Hybrid and plug-in hybrid vehicles like the popular Lexus RX 500h crossover make up a big part of the brand’s volume, with the vast majority of the Lexus lineup offering some form of hybrid powertrain.
When separated by powertrain type across all luxury brands, hybrids earned the highest satisfaction score with an 83 out of 100, followed by gasoline at 80, and electric at 78. While Lexus does have EV offerings in its lineup, the brand has largely gone the way of parent company Toyota in focusing heavily on hybrid models over pure electric vehicles. Right now, that decision seems to be paying dividends, especially when compared to the European luxury brands that have pursued EVs more aggressively.
Other findings in the luxury car market
Blue Lexus NX Hybrid on road the road, side view – Lexus
Overall, across the luxury segment, customer satisfaction scores were down slightly in 2025 from the previous year, with most of that decline attributed to poor performance from electric vehicles, particularly those from Audi and BMW. In its findings, ACSI points out that high driver frustration with those German EVs not only drags down an individual brand’s rankings, but aggregates customer satisfaction across all brands.
One of the new customer satisfaction categories added for 2025, which looks at the driving distance on a full charge or full tank of gas is especially interesting to look at, as it represents a real-world interpretation of driving range that can differ from official specs or EPA ratings. It’s here where luxury hybrids win once again, with a score of 76, compared to 74 for gasoline, and 71 for electric vehicles.
As for the future, with EV sales on a downward trend in America, it’s possible that brands like Audi, BMW, and Mercedes could regain some of their lost ground if EVs represent a smaller slice of their sales going forward, but for now, Lexus seems to be in the catbird seat. Along with luxury brand rankings, ACSI’s study also covers mass market brands, and in the 2025 mass market car customer satisfaction rankings, it was another Japanese automaker that earned the number one spot.
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Read the original article on SlashGear.
