Honest John Satisfaction Index 2020

Lexus is the UK's most satisfying car brand

Lexus has taken the top honour in the Honest John Satisfaction Index 2020. The Japanese luxury carmaker was rated as the most satisfying car manufacturer by far, based on feedback from 10,000 HonestJohn.co.uk readers. 

Each year the Honest John Satisfaction Index invites car owners to assess their vehicles in a variety of important areas that include reliability, ride comfort, fuel economy, practicality and performance. Owners are also asked to provide feedback on build quality, ease of use and safety.

HonestJohn.co.uk received 10,000 responses to the Satisfaction Index and Lexus came out on top with an incredible average of 89.5 per cent. Comfort, reliability and build quality were three areas where Lexus received the highest praise, while owners also gave the Japanese manufacturer high marks for ease of use and performance. 

Skoda was second in the Satisfaction Index 2020, scoring an impressive 88.9 per cent, while Jaguar took third place with a respectable 88.6 per cent. 

South Korean carmakers SsangYong (88.5 per cent) and Hyundai (88.2 per cent) complete the top five, with both getting consistently high praise for reliability and build quality.

Rank Manufacturer Satisfaction Index Rating
1 Lexus 89.5%
2 Skoda 88.9%
3 Jaguar 88.6%
4 SsangYong 88.5%
5 Hyundai 88.2%
6 Dacia 88.0%
7 Porsche 87.4%
8 BMW  87.3%
9 Mercedes-Benz 87.3%
10 Subaru 87.2%

The highest rated car was the Hyundai Ioniq, which took the number one spot with an exceptionally strong satisfaction rating of 93.7 per cent. Available as a hybrid, plug-in hybrid or pure electric car, the Ioniq was praised for its ease of use, handling and build quality. The Ioniq was also rated for its robust nature, with its 9.79 reliability average (out of 10) being one of the highest in this year's Index. 

The previous-generation of the Vauxhall Astra (built from 2009 to 2015) is the UK’s worst car for owner satisfaction. The Astra achieved a model average of just 73.0 per cent, with owners criticising the Vauxhall for its high repair costs and disappointing real world fuel economy. 

Three of the 10 worst cars are Vauxhalls. The UK-based carmaker was also given the lowest ownership satisfaction rating of any manufacturer, with an average of 79.8 per cent.

Lexus, SsangYong and Suzuki were ranked as the best car brands for reliability, while Jeep was rated as the worst followed by electric car specialist Tesla. The Citroen C3 Picasso (built from 2009 to 2017) holds the unwanted title of the UK's least reliable car. 

Each car manufacturer and model was assessed on reliability, build quality, fuel economy, repair costs and performance. Ride comfort, handling, ease of driving, practicality and technology were also considered, as well as safety.

To qualify for a listing in the Honest John Satisfaction Index, each model and manufacturer must have received a minimum of 20 independent owner reviews.

Top 10: Best cars

Hyundai Ioniq (2016 - )

Satisfaction rating: 93.7%

It's a strong showing for Hyundai with the Ioniq taking the top spot for overall driver satisfaction in 2020. The Ioniq's ease of use and build quality received top marks from owners, while handling and practicality were also praised. Importantly, the Ioniq scored highly for reliability with its 9.79 rating being one of the highest within the whole of the Index. 

Read the Hyundai Ioniq review

Skoda Superb Estate (2015 - )

Satisfaction rating: 93.1%

Missing out on the top spot by the smallest of margins, the Skoda Superb Estate takes second place with a fantastic satisfaction score of 93.1 per cent. Owners hailed the Superb Estate for its comfort, huge boot and levels of safety equipment. Drivers were also impressed with the Superb’s road manners, with most owners rating it nine out of 10 for handling and performance.

Read the Skoda Superb Estate review

Hyundai i10 (2014 - 2019 )

Satisfaction rating: 92.3%

The older Hyundai i10 is proof that great things do indeed come in small packages. Drivers praised the city car for its reliability, build quality and ease of use. It was also awarded almost 10 out of 10 for road handling, with owners telling us they love the i10's refined and nimble nature that make it apt for both city and motorway driving. 

Read the Hyundai i10 review

>>> Click to see the full top 10

 Top 10 most reliable cars

Toyota Prius (2016-)

Reliability average score: 9.88

The Toyota Prius is the most reliable car on sale in the UK, according to the Honest John Satisfaction Index. While its quirky looks are divisive, owners find it hard to fault on the reliability front. Combine that with low running costs thanks to its hybrid powertrain and it's easy to see why it's such a popular car with drivers.

Read the Toyota Prius review

Toyota Yaris (2011-)

Reliability average score: 9.85

There's a new model on the way and the current Yaris is starting to feel rather dated compared to newer rivals like the Ford Fiesta, but our Satisfaction index proves it remains an excellent choice if reliability is important. With a score of 9.85 it's only just pipped to the number one spot by the Prius - and, like the Prius, the Yaris will be extremely cheap to run.

Read the Toyota Yaris review

Mazda CX-5 (2017-)

Reliability average score: 9.83

It's a bit of a cliché that Japanese cars are reliable but with three Japanese motors topping our Satisfaction Index it's hard to argue otherwise. We rate the Mazda CX-5 highly as a family SUV with bold styling and an excellent interior. 

Read the Mazda CX-5 review

>>> Click to see the full top 10

The 10 most unreliable cars

Citroen C3 Picasso (2009 - 2017)

Reliability average score: 8.14

To perpetuate that stereotype about French cars and reliability, the worst performing model in the Honest John Satisfaction Index 2020 is a Citroen. The 2009 model C3 Picasso is no longer on sale, effectively replaced by the C3 Aircross small crossover in 2017, but used buyers beware: the small Picasso is beset with electrical and mechanical issues.

Read the Citroen C3 Picasso review

Vauxhall Meriva (2010 - 2017)

Reliability average score: 8.25

If you are in the market for a practical and affordable used family car then the Vauxhall Meriva (built from 2010 to 2017) will tick a lot of boxes. It's easy to drive, spacious and pretty decent to drive. However, when it comes to all-important reliability, the Merivia is less impressive. In fact, with an average rating of 8.25, it's the second worst modern car for reliability in the entire Honest John Satisfaction Index. 

Read the Vauxhall Meriva review

BMW X3 (2010 - 2018)

Reliability average score: 8.29

The worst place for a ‘premium’ manufacturer goes to BMW, with the last generation X3 giving owners a real reliability headache – coupled with repair costs that many have found hard to swallow. Bear that in mind when considering buying a used X3, particularly a high mileage example.

Read the BMW X3 review

>>> Click to see the full top 10

See the full rankings

1Results by manufacturer
Ranking Manufacturer Satisfaction Index Score
1 Lexus 89.5%
2 Skoda 88.9%
3 Jaguar 88.6%
4 SsangYong 88.5%
5 Hyundai 88.2%
6 Dacia 88.0%
7 Porsche 87.4%
8 BMW 87.3%
9 Mercedes-Benz 87.3%
10 Subaru 87.2%
11 Toyota 87.2%
12 Audi 87.1%
13 Honda 87.0%
14 Volvo 87.0%
15 Suzuki 86.8%
16 MG 86.7%
17 Mazda 86.5%
18 Land Rover 86.3%
19 Kia 86.1%
20 SEAT 85.9%
21 Volkswagen 85.7%
22 Tesla 85.2%
23 SAAB 84.9%
24 Alfa Romeo 84.5%
25 Ford 84.5%
26 Nissan 84.5%
27 MINI 84.3%
28 Mitsubishi 84.0%
29 Peugeot 83.9%
30 Renault 83.4%
31 Citroen 82.8%
32 Fiat 82.8%
33 Jeep 80.2%
34 Vauxhall 79.8%
2Top 20 results by model
 Rank Make Model Satisfaction Index Rating 
1 Hyundai Ioniq 93.7%
2 Skoda Superb Estate 93.1%
3 Hyundai i10 92.3%
4 Toyota Prius 92.2%
5 Skoda  Kodiaq 92.0%
6 BMW 5 Series Touring (2010 - 2017) 91.9%
7 Lexus NX 91.8%
8 Skoda Superb 91.7%
9 Skoda Octavia 91.2%
10 Kia Niro 91.1%
11 Mercedes-Benz E-Class Estate (2010 - 2016) 91.0%
12 Mercedes-Benz E-Class (2009 - 2016) 90.8%
13 BMW X1 90.8%
14 Mercedes-Benz B-Class (2012 - 2018) 90.7%
15 Skoda  Octavia Estate 90.5%
16 Peugeot  3008 90.4%
17 Dacia Logan MCV

90.4%

18 SEAT Leon ST 90.2%
19 Mazda CX-5 89.8%
20 Toyota Yaris 89.6%
3Bottom 20 results by model
 Rank Make Model Satisfaction Index Rating 
1 Vauxhall Astra (2009 - 2015) 73.0%
2 Vauxhall Meriva (2010 - 2017) 78.4%
3 Citroen  C3 Picasso (2009 - 2017) 80.4%
4 Vauxhall Corsa (2014 - 2019) 81.3%
5

Renault

Captur (2013 - 2019) 82.3%
6 BMW X3 (2010 - 2018) 82.4%
7 Nissan Qashqai 82.7%
8 Nissan Juke (2010 - 2019) 82.7%
9 Range Rover  Evoque (2011 - 2019 83.5%
10 Ford Fiesta  83.8%
11 Ford Focus (2011 - 2018) 84.4%
12 Dacia Duster (2012 - 2018) 84.5%
13 SEAT Leon 84.5%
14 Vauxhall  Mokka (2012 - 2019) 84.5%
15 Volvo  V40  84.7%
16 Tesla Model S 84.8%
17 Subaru Forester (2013 - 2019 )

85.1%

18 Volkswagen 

Up

85.2%
19 Volkswagen  Golf (2013 - 2020 ) 85.2%
20 Land Rover Discovery Sport 85.3%

  

NFU Mutual named best car insurance company for third year in a row

For the third year in a row, NFU Mutual has once again been named the best car insurance company in the Honest John Satisfaction Index. Readers rated NFU as the best for value and customer service, with the insurance provider notching up an overall average satisfaction rating of 9.25 out of 10. 

The Post Office takes second place with a strong average of 9.10, while Sainsbury's Bank is third. General Accident and LV complete the top five, while Aviva, Quote Me Happy, John Lewis, Direct Line and Saga round up the top 10 car insurers for customer satisfaction.

The worst result was achieved by 1st Central, which clocked up just 7.27, followed by Swinton, One Call, Zurich and AXA.

Are you disappointed by your car insurance? Use our Insurance Guide to save money and boost your cover. You can also use a range of comparison sites like Confused*, Go Compare, and Compare The Market to get a good idea of which insurers are the most competitive when it comes to price.

 

Ranking

Insurer

Satisfaction Index Rating

1 NFU Mutual 9.25
2 Post Office 9.10
3 Sainsbury's Bank 8.73
4 General Accident 8.70
5 LV= (Liverpool Victoria) 8.69
6 Aviva 8.54
Quote me happy 8.54
John Lewis 8.52
9 Direct Line 8.50
10 Saga 8.44
11 Co-operative 8.44
12 Flux Direct 8.40
13 Privilege 8.39
14 Allianz 8.34
15 Lloyds

8.33

16 M&S Car Insurance 8.27
17 Sheilas' Wheels 8.26
18 RIAS 8.23
19 Tesco 8.19
20 Churchill 8.19
21  RAC 8.15
22  More Than 8.05
23  Swift Cover 8.04
24  Hastings Direct 8.04
25  Admiral

8.03

26  AA 8.02
27  esure

7.97

28  AXA 7.92
29  Zurich 7.83
30  One Call 7.68
31 Swinton 7.66
32  1st Central 7.27

Honest John Satisfaction Index 2021 Honest John Satisfaction Index - Full Colour s

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