General Motors’ luxury brand Cadillac placed second among premium brands in J.D. Power’s 2022 U.S. Customer Service Index (CSI) Study.
The J.D. Power U.S. Customer Service Index Study, now its 42nd year, measures the average level of satisfaction with service for maintenance or repair work among owners and lessees of one- to three-year-old vehicles. The market research firm uses survey data to assign a numerical score to automakers, which is based on the combined scores of five different measures (listed in order of importance/weight): service quality, service advisor, vehicle pick up, service facility and service initiation. J.D. Power also made some small revisions to this year’s study to account for emerging contactless services like valet, remote vehicle servicing and online/smartphone app payment options.
With a CSI score of 880 out of a possible 1,000, Cadillac was the second-best premium brand in this study behind Lexus, which had a score of 897. Porsche was closed behind Cadillac in third with a score of 879, followed by Acura and BMW with scores of 871 and 866, respectively. The industry average among premium brands was 866, with key luxury market key players like Infiniti, Audi and Mercedes-Benz all falling below this threshold.
This study found that using smartphones and texting to communicate with customers and keep them updated on the status of their service appointment is an easy way to boost satisfaction. According to J.D. Power text messages to remind of upcoming appointment dates or to provide a status for in-process work “are preferred by 42 percent of customers.” Customers also responded positively to valet-type services in which the dealer picks up the customer’s car and drops it back off to them once servicing is complete.
“Overall customer satisfaction among owners using valet or mobile service is 866 compared to 847 among those who had an in-person dealership visit,” J.D. Power concluded.
Cadillac must now focus on ensuring its service departments are up to the task of looking after owners of battery-electric vehicles like the Cadillac Lyriq, as overall service satisfaction among BEV owners (784) was 68 points lower in this study than among owners of gas- or diesel-powered vehicles (852).
“BEV service is the next frontier for dealerships,” said Chris Sutton, vice president of automotive retail at J.D. Power. “The automotive industry has to get ready now and get the service experience right with BEV owners or they risk losing them to aftermarket service providers. This includes fully understanding BEV customer pain points like range anxiety, unique maintenance requirements and support for related services such as availability of charging stations.”
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Comments
Good news for Cadillac. They are correct when saying the next wave will be with the EV’s. I sure hope they don’t mess this one up. One of the nicest things about an all electric vehicle? Little to no regular maintenance. Brakes normally last longer due to the regenerative braking. Basically just tires, wiper fluid, wiper blades and that’s about it.
GM management must be pretty upset about that. They wanted so badly to be in fourth or fifth place.
Where’s Buick? It’s definitely way more of a luxury brand than Acura or Infinity.
Buick is most certainly a luxury brand…in China!
And on the bottom as usual in automotive industry customer surveys are Alfa Romeo and Land Rover. How do they survive? Our Land Rover was the worst vehicle we ever owned.
Rick: I’m in southern California, and all a person needs to do is spend a few weeks out here to see why Alfa and LR survive. The vast majority of people out here are so stinking vain, that it doesn’t really matter how bad a vehicle is. As long as it props up their super ego is all that matters. I’m sure it’s the same in San Francisco and New York too? I don’t know, but people out here buying only because of a “name” is huge. I have a co-worker who has been working with us for exactly 3 1/2 years now. In that time, he’s had a Volvo S60, an Alfa Romeo sedan and now a BMW 3 series. He had the least amount of trouble with the Volvo, but he got rid of it because it just wasn’t flashy enough. The Alfa was less than a year and not totally sure why he got rid of it. The BMW has been in the shop several times for stupid stuff (mostly sunroof), but he puts up with it just because it’s a BMW and he feels it elevates him in status. So sad IMO.
Are there any C8s, Escalades, Denalis and other Cadillacs driven around a lot in southern California?
Lots of LS swapping that’s how . Lol
I am not satisfied with Cadillac. I ordered a 2021 CT5 in April of 2021. Then my order got canceled in October of 2021. I had to then order a 2022 CT5 from another dealer, because my original dealer lost the franchise. That again happened in October of 2021. Now supposedly my car was built. In January of this year. But as of late hasn’t been shipped. So just WHERE is my 2022 CT5 Cadillac?
Karrpilot: If you have spoken with the dealers and been keeping up on any news at all, you already know the answer to your question.
This is NOT just a GM or Cadillac issue. It’s a world-wide and brand wide issue. This is my 20th year in the auto business and I’ve never seen anything like this.
It’s about time.
Karrpilot I think you would find this problem with all brands during this chip problem and nationwide shortage of vehicles. It sucks as the shortage of new cars has put used cars in high demand and short supply. I am shopping for a low mileage used car and they are getting snapped up quickly even with dealers piling on despicable add on fees. $1,000 for mystery spray on chemical protectant, no thank you.
I don’t believe this assessment, 2nd in customer service/satisfaction??? BS!!!
My family will never buy another Cadillac. Horrible service, horrible communication.
Corporate refuses to answer questions.
Waiting on maintenance for more than a week and the materials won’t be in until after Christmas?
Horrible!!!