Stellantis Struggles To Connect With Customers

For years, Stellantis has been trying to balance tradition with the future. But according to the latest American Customer Satisfaction Index (ACSI) survey, the company’s North American brands are falling flat with its customers.

The annual survey polled nearly 10,000 U.S. consumers between July 2024 and June 2025. The findings weren’t pretty: Chrysler, Dodge, Jeep®, and Ram landed at the very bottom of the rankings. Stellantis averaged a score of 71 out of 100—well below competitors. That number matters because ACSI measures exactly what most buyers consider before walking into a dealership: expectations, quality, and value.

Ram’s Big Drop –

What really raised eyebrows was Ram’s performance. Last year, Ram ranked mid-pack, shoulder to shoulder with Nissan. This year, Ram slid to last place with a score of 69—the biggest single-year drop of any brand in the survey. No other automaker moved more than four points in either direction.

It’s not hard to see why. Ram’s product strategy has been anything but steady.

The company ended its budget-friendly Ram 1500 Classic in October. Adding to that setback, Ram delayed its highly anticipated Ram 1500 REV all-electric pickup until 2027, while the range-extending electric vehicle (REEV) Ram 1500 Ramcharger has been pushed back until the first half of 2026. These delays mean Ram fans and dealers will have to wait even longer to see electrified pickups in showrooms. However, Ram is working to soften the blow by reintroducing the legendary 5.7-liter (345 cubic-inch) HEMI® V8—now paired with an eTorque mild-hybrid system. That move is aimed at keeping traditional truck buyers engaged while the brand prepares its electrified lineup.

Satisfaction Benchmarks by Company — Mass-Market Nameplates – 

Stellantis’ Bigger Problem – 

This slump in customer satisfaction highlights a deeper issue: Stellantis is having trouble aligning its product plans with consumer expectations. Buyers want confidence, consistency, and a clear vision of the future. Instead, Stellantis has been bouncing between mixed messages, late rollouts, and sudden cancellations. The result? Unhappy customers and a shaky bottom line—$2.7 billion in losses during the first half of 2025.

Signs Of A Fightback –

It’s not all doom and gloom. Stellantis and its brands are making moves to try to win customers back:

• Ram will re-enter the NASCAR Craftsman Truck Series in 2026, a high-visibility move meant to reignite passion among truck fans. On the consumer side, Ram just rolled out a new 10-year/100,000-mile powertrain warranty for its 2026 models. While it doesn’t apply to EVs, used trucks, or fleet sales, the warranty could help rebuild trust among buyers who expect durability and peace of mind.

• Dodge has doubled down on performance by introducing a revamped HEMI®-powered lineup for the Durango in 2026, keeping its family SUV firmly in the muscle-minded camp. Perhaps even bigger news, Dodge unveiled the new 2026 Charger SIXPACK model—a return to internal combustion power for America’s favorite muscle car. With the Charger once again offered with gasoline engines alongside its electric Daytona sibling, Dodge is signaling that it hasn’t forgotten its heritage or its loyal base of horsepower-hungry fans.

• Jeep® has taken bold steps as well. The brand just pulled the covers off its all-new 2026 Cherokee (KM), a hybrid entry in the hotly contested D-SUV segment that delivers an impressive 37 MPG combined. Jeep also teased an updated Grand Wagoneer, announced its all-electric Recon adventure vehicle will hit the market in November, and confirmed a revamped Grand Cherokee will make its debut in Q4. These moves position Jeep as Stellantis’ spearhead for both efficiency and electrification.

• Chrysler is also laying the groundwork for its future. The brand will debut a new STLA Large crossover for the D-SUV segment with hybrid power, giving Chrysler a much-needed presence in a competitive market. A refreshed Pacifica minivan is due next year, keeping its long-standing family hauler relevant. Looking further ahead, Chrysler will add a new full-size sedan based on the architecture of the Dodge Charger, followed by a compact crossover that could broaden its appeal to younger buyers. Together, these plans aim to revive Chrysler with a clear mix of practicality, technology, and premium positioning.

The Road Ahead – 

The truth is, Stellantis is standing at a crossroads. Customers are saying loud and clear that they’re not happy. Competitors like Subaru, which topped the survey with a score of 85, are proving that loyalty and satisfaction go hand-in-hand with sales success.

Stellantis is trying to turn the tide: Ram is leaning on tradition with a warranty boost and a HEMI comeback while preparing its delayed EV pickups. Dodge is banking on muscle with the Durango HEMI lineup and the reborn Charger SIXPACK. Jeep is expanding its electrified and hybrid offerings with a new Cherokee, Recon, and updates to the Grand Cherokee and Wagoneer. Chrysler is laying out a clear roadmap with a new STLA Large crossover, a refreshed Pacifica, a future full-size sedan, and a compact crossover.

Each brand has its playbook. But the challenge is not announcing plans—it’s executing them. If Stellantis can deliver these vehicles on time, with the quality and value customers expect, it has a chance to climb out of the basement and rebuild trust. If not, even the best product promises may not be enough to win back buyers.

Source: American Customer Satisfaction Index (ACSI)