I hear you, but it's important to note that it appears that Mercedes (a storied German luxury car with proven technology) currently has an even a lower reliability rating. That makes me think it's likely more than just company age and experience, I think there is something about a company's risk tolerance and how it relates to their eagerness to implement new tech. As the article states, the blander "appliance-like" cars might just be the most reliable.
And while I totally agree that owner bias is impacting the customer sat numbers, I think there's also a bit of a lift coming from Tesla's customer service, which gets pretty high marks. One of the smartest things they've done as a company is to invest heavily in service and responsiveness. A reliability issue sucks, but much less so if it can be resolved pleasantly and quickly.
And while I totally agree that owner bias is impacting the customer sat numbers, I think there's also a bit of a lift coming from Tesla's customer service, which gets pretty high marks. One of the smartest things they've done as a company is to invest heavily in service and responsiveness. A reliability issue sucks, but much less so if it can be resolved pleasantly and quickly.