Cadillac just scored a second-place finish among luxury brands in the recent 2020 J.D. Power’s 2020 Customer Service Index study.
The study examined “customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of one- to three-year-old vehicles.”
The study collected responses from 71,286 verified registered owners and lessees of 2017 to 2019 model-year vehicles. The responses were collected between August and December of 2019, and looked at a number of different factors, including the service facility, service quality, service initiation, the service advisor, and vehicle pick-up. Based on the responses collected, each brand was awarded a numerical score, with a possible 1,000 points up for grabs.
Cadillac achieved score of 882, placing it in second-place in terms of customer satisfaction. Meanwhile, Lexus scored first with a score of 889 points. Interestingly, Cadillac was tied for second place with Porsche, which also scored 882 points. Infiniti took up a spot in third place with 875 points, while Lincoln got fourth overall with 872 points, and Mercedes-Benz scored fifth with 865 points.
“Performing work right the first time is the most critical activity for service satisfaction, and dealers now do a good job by successfully competing work 94 percent of the time,” said J.D. Power’s vice president of U.S. automotive retail practice, Chris Sutton.
Sutton also addressed parts availability in the face of production shutdowns overseas due to the novel coronavirus COVID-19 pandemic. “Under normal circumstances, 20 percent of the work that isn’t completed the first time is due to parts being unavailable, which is a source of frustration for customers. That 20 percent could dramatically increase due to parts suppliers’ extended shutdowns in China and other locations. When parts are unavailable, customer satisfaction and intended loyalty significantly decline.”
This post was written in collaboration with our sister publication, Cadillac Society.