Innovation: Community & Education

Cadillac Rated Highest in Customer Satisfaction with Dealer Service Among Luxury Brands by J.D. Power

Wed, Apr 9 2014

DETROIT – J.D. Power today ranked Cadillac the highest in customer satisfaction with dealer service among luxury brands in the firm’s 2014 U.S. Customer Service Index (CSI) Study.

The J.D. Power rankings are determined by measuring service satisfaction of owners and lessees of vehicle one to five years old in the U.S. Five factors make up service satisfaction for the CSI Study: service initiation, service advisor, service facility, vehicle pick-up and service quality.

“We believe every interaction with a Cadillac owner represents an opportunity to earn the loyalty of a customer,” said Bill Peffer, U.S. vice president of Cadillac Sales and Service. “This philosophy drives our products and every experience in our dealerships.”

Programs Cadillac implemented to create high levels of satisfaction include Cadillac Shield, a comprehensive suite of owner benefits including Remote Vehicle Diagnostics, a Premium Care Maintenance program and 24/7 roadside assistance. Cadillac dealers also undergo extensive customer service training to create a world-class environment.

Cadillac was also rated a J.D. Power 2014 Customer Champion. Cadillac’s top CSI Study ranking comes after a second-place ranking in 2013.

Cadillac has been a leading luxury auto brand since 1902. Today Cadillac is growing globally, driven by an expanding product portfolio featuring dramatic design and technology. More information on Cadillac appears at www.cadillac.com. Cadillac's media website with information, images and video can be found at media.cadillac.com.