Cadillac, Buick Top J.D. Power Customer Service Index Study


Just the Facts:
  • Cadillac earned the highest rank among 12 luxury brands and Buick ranks the highest among 19 mass-market brands in the J.D. Power 2014 U.S. Customer Service Index study.
  • Rounding out the five highest performers in the luxury segment are Audi, Lexus, Infiniti and Lincoln.
  • Following Buick in the mass-market rankings are Volkswagen, GMC, Mini and Chevrolet.

WESTLAKE VILLAGE, California Cadillac earned the highest rank among 12 luxury brands and Buick ranks the highest among 19 mass-market brands in the J.D. Power 2014 U.S. Customer Service Index study.

Cadillac overtook Lexus in the latest survey, which remained atop the luxury category for the past five years.

Rounding out the five highest performers in the luxury segment are Audi, Lexus, Infiniti and Lincoln.

Following Buick in the mass-market rankings are Volkswagen, GMC, Mini and Chevrolet.

"Customer satisfaction with dealer service continues to increase," the study noted.

The study examines customer satisfaction with dealership service departments. It measures service satisfaction among owners and lessees of one- to five-year-old vehicles in the U.S. The study focuses on five service areas, including service quality, service initiation, service advisor, service facility and vehicle pick-up.

It also noted that the percentage of vehicle owners with complimentary or prepaid vehicle maintenance packages has more than doubled during the past five years, "which benefits dealers and manufacturers through higher loyalty and repurchase rates."

The use of digital tablets during service interactions was seen as having "a positive impact on customer satisfaction."

"What makes this survey so valuable is that it is an objective measure of service satisfaction," said David Mingle, GM executive director of customer experience, in a statement on Wednesday. "The results of this benchmark study confirm our commitment to provide our customers with the best overall experience in the entire industry."

Edmunds says: Kudos to GM on an impressive win when it comes to customer service.

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