For the first time in recent measurement history, luxury automakers offer no customer satisfaction advantage over their mass-market counterparts. According to the American Customer Satisfaction Index (ACSI®) Automobile Study 2026, the luxury segment drops 3% to an ACSI score of 78 (on a scale of 0-100), falling into a tie with the mass-market segment, which dips 1% to 78. Mass-market complaint handling improves slightly (67), yet the top complaint areas are electrical/battery/software, service/dealer/customer support, and engine/powertrain. Cadillac plunges 15% to 69, last in the luxury segment. Every measured aspect of the luxury customer experience either declines or stays flat.