Cadillac Tops Service Satisfaction Rankings for the 1st Time!

Cadillac overtook Lexus to top a survey of customer satisfaction with dealership service departments, giving General Motors twin victories in a benchmark study released today by J.D. Power and Associates.

Cadillac’s first win in the luxury category ended a five-year reign for Toyota’s luxury arm in Power’s U.S. Customer Service Index Study. Buick ranked as the top mainstream brand for the first time, joining GM’s Chevrolet and GMC among the top five in that category for a fourth straight year.

“Certainly they’re going to be challenged with capacity, but what this suggests is that their dealers are well-positioned as much as anyone to be able to address that,” Sutton said in an interview. “Their performance on CSI suggests that their advisors do an excellent job connecting with consumers. They’re able to manage customers efficiently. The strong satisfaction scores suggest GM’s service departments can effectively engage consumers during the recall crisis”

– Chris Sutton, Senior Director of the U.S. Automotive Retail Practice at J.D. Power