Getting a customer to throw down their hard-earned cash to purchase a vehicle is one thing, but ensuring that the customer is satisfied with their purchase is something else entirely. Now, Cadillac has scored low in customer satisfaction in a new survey.
The survey was conducted by Consumer Reports, and was based on the results of its 2022 Annual Auto Surveys using data collected from over 300,000 vehicles. The vehicles surveyed were between the 2020 and 2022 model years, and also included a select number of 2023 model-year vehicles that were not significantly changed over time. Additionally, some ratings were based on a single model year.
From this survey data, Consumer Reports calculated owner satisfaction scores based on the percentage of owners that responded in the affirmative when asked if they would purchase the same vehicle again, with consideration for price, performance, reliability, comfort, and enjoyment. Ratings and scores for these factors were determined based on the percentage of owners who stated that they were very satisfied.
Looking over the study’s owner satisfaction list, we find Cadillac ranked low, slotting in at 24th place among the 28 brands studied with a score of 59. Cadillac’s score places it below Jeep, which scored 63 points, and above Nissan, which also scored 59 points. Infiniti was the lowest-ranked brand on the list with 50 points.
Meanwhile, at the top of the satisfaction list, we find Porsche with a score of 83, followed by Genesis with 80 points, and Tesla with 78 points. BMW and Subaru ranked fourth and fifth, respectively, both scoring 73 points.
Last year, Cadillac scored poorly in the Consumer Reports Overall Scores ranking, slotting in at 21st among the 32 brands studied with an overall score of 63, driven primarily by below-average predicted reliability and owner satisfaction scores. Notably, Cadillac vehicles still had a good overall road-test score of 79, indicating that while Cadillac vehicles were nice to drive, Cadillac still had room to improve with regard to the ownership experience.
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Comments
Porsche ??? …. would never be a Porsche Owner so can not say, but what about Rolls Royce in this list ?
Well, paid € 7700 to our car and on May, it makes 10 years with < 30 000 km, so the Design of Renault Dacia is not ok
but we do not paid US$ 50 550 for a GM or US$ 249 567 for a Cadillac. It means less money sometimes make us happier
Just a thought, but with such lack-luster offerings like XT4, XT5 and XT6 along with an overpriced Chevy Tahoe, what would you expect? The only Cadillac’s worth buying at this point are the CT4/CT5. And even they are just a good start. Cadillac needs a couple more sedans and they must upgrade the CT4/5 giving them an interior like Genesis has. It’s pathetic that you can’t get a CT4 with wood trim under any circumstances. At least the CT5 offers nice wood trims if you step up to the premium luxury.
Cadillac doesn’t offer a true luxury sedan. They need to bring the CT6 back so that there is something to compare against in the Genesis, BMW line. Tesla…those cars have so many fit and finish issues it is unbelievable. We look at one before ordering our 2020 CT6 and walked quickly away shaking our heads.
I own 2-CT6’s and won’t buy a CT4/5. They are compact cars and don’t measure up to a luxury sedan. Not everybody wants a CUV, SUV or a mall-crawling, jacked up pickup I’ll be looking at a Genesis for a full-sized luxury sedan.
Quick Silver 1: Agreed. I do like the CT4/5 (except the “names”), but they both need major upgrades to the inside to be more Cadillac. But yes, the CT6 is the best Cadillac in years and it simply needed a real name to be better.
Why would you bring the CT6 back, when it didn’t sell the first round? The market prefers German luxury sedans not a German analog.
If you look the CT6 out sold ALL large benchmark luxury cars, BMW 7, Audi 8 and the Genesis cars. Only car it didn’t out sell was MB S. CT6 did not have a sales problem it had a GM missmanagment problem!
“Overpriced Chevy Tahoe.” Thank you for letting us know how ignorant you are.
Eagle Eyes: Then share with us just what the Escalade really is?
Yup, thought so. Anyone paying those prices for a glorified Tahoe may just be the ignorant one. Or, the one in desperate need of attention.
Well it’s no surprise, considering how many people Cadillac has jerked around over the bungled Lyriq launch. Delays, missed promises, no communications, dealer games… It’s the same old story, the vehicle is nice, but dealing with GM and their dealer shenanigans is so annoying to the point of just wanting to go somewhere else to buy a car.
Just read a report by CR Literally 2 days ago (02/04/2023) And I ” 2023 Cadillac XT5 RECOMMENDED BY CONSUMER REPORTS” , and today ( 02/07/2023) I ” Cadillac ranks low in consumer reports owner satisfaction survey “, starting to understand why CR has very low credibility, personally I own a 2018 XT5 since new and enjoy it very much , which of course doesn’t mean all owner are satisfied or all owner are dissatisfied, but perhaps CR could take a little more time between reports that swings so wildly From one extreme to the other When reporting on the same article
Michael, you’re not understanding the context of the reporting. CR recommending the XT5 is based on their evaluation of one vehicle, it’s a closed universe. The other article is about “owner satisfaction” for all of Cadillac and other brand’s products, and their overall experience. It does not necessarily mean they make bad cars. The magazine lives by it’s name by telling us how the market feels about brands and their products. Lexus takes care of their customers better than most luxury brands. It’s a better experience. Not to mention they make very reliable cars, more than most. Cadillac owner experience with their car, dealer etc. is at the bottom based on what Cadillac owners say.
Cadillac has been lost in a mire of chasing after customers who will not buy/aspire to their brand, and chasing off customers who long to own their brand – for what it STOOD for.
Similar to the death of Oldsmobile (GM out and out repudiated their Olds customers), but on a decades-long scale. Sad to view from a life-long GM fan.
ocnblu: Very well said.
Well said, the ‘standard of the world’ days are long gone. Cadillac lost its identity decades ago, currently trying to be BMW. Even though their M3 & M5 fighters were outstanding, they never acquired the prestige or sales. Current car naming appears to be created by cats walking across keyboards – If it weren’t for the Escalade, Cadillac would be dead. Now they aspire to go ‘all electric’ and are already scaling down production of the newly launched Lyric. Consider that Tesla sold 252k Model Y’s alone in the US last year while all of Cadillac sold 134k worldwide. Its an uphill battle for them and they need to be class leading and reliable as the Cadillac name means very little these days unlike when I was a kid.
They have forgotten or don’t know who they are. The brand is confused because the leadership is confused. They design and build cars that are not in their space. It doesn’t mean they are terrible cars. The perception of Cadillac by the market is different than the one Cadillac is selling. The disjointed perception makes people aspire for other brands.
I had an XT6 for about a year. Nice car, nothing special, but not the “standard” by any means. I sold it and bought something else.
If you were to ask people who BMW is or Audi or Mercedes they could tell you with little effort. If you ask people who Cadillac is, it would be a struggle. Although, “me too” might be one of the descriptions.
But but but it’s the standard of luxury!
Cadillac is an absolute joke.
Weren’t you the one who just two days ago telling me that Toyota’s and Honda’s are just “average” vehicles and a few months ago bragging about the Buick Encore being a luxury vehicle???? I own two Rav4’s and a Buick Encore. Both vehicles are not far apart in MSRP, but the RAV4’s are miles ahead of the Encore in both quality, comfort, drivetrain and reliability
Wrong Dan. But good for you. Why not move yourself to Japan and do us all a favor.
I have owned many Cadillacs during my life (still have a 1991 Allante) and in most cases, I liked them a lot. The dealers ranked low to medium. I have a Lyriq on order but the ridiculously low number of deliveries is very unimpressive as to their commitment to EVs. I will not pay over list so I am probably wasting my time anyway. Thanks for asking.
Be glad you haven’t got your lyric. I own a 2024 model two lyric the problem with with the car is if anything breaks it’s one to three months for any parts run as fast as you can and buy a different car.
I really like my 2022 Cadillac XT6 and especially it’s Super Cruise. At 75,000 miles our 2017 XT5 has been very reliable with no maintenance issues, just normal oil and filter changes. Previously my ATS was problem free and fun to drive. My dealership experience has been excellent.
I will buy Cadillac again (am on the Lyriq list) and enthusiastically recommend Cadillac to others.
CR’s survey techniques are flawed. Definitely skewed and do not follow any standard practice. For example, I had a battery problem with my car. It was faulty and the dealer replaced it. Had nothing to do any part of the electrical system. There was no OEM selection for electrical or a place to add it. So if you were to check there was an electrical issue, that meant the entire electrical system was at fault. (not just the battery) The rest of survey skews like that. I stopped doing them and subscribing. Stick to testing washers and dryers.
Yes, but if all of Cadillac’s competitors don’t have that problem or have less of them, then that is a poorer reflection on Cadillac. It doesn’t matter if Cadillac makes the battery or not. Again, you and others are missing the finer point here. Cadillac owners are reporting more problems and/or a having a lesser experience than that of their peers. This isn’t about CR’s opinion or their survey design, this is about what Cadillac OWNERS are reporting against what others are reporting from other brands.
I was never asked to be in any survey, I love my 2022 Esv sport Escalade. I give it high praises. You get what you pay for and I’m extremely happy
I purchased a fully optioned 2019 XT4 Sport when it was released and it has run perfectly, I expect to purchase the updated 2024 model when it arrives in the Fall.
Shopping for a replacement for our 2021 Tesla. GM and Cadillac not on our shopping list. Too late to the EV business.
I was interested in a CT5-V, the sales manager at the dealer made it impossible to buy the car, bought a BMW M in across the street the same day.
Phil, this one’s for you!
I ordered a 2021 Cadillac CT5-V. I had it built to my specifications and it took forever to get delivered because of the Microchip shortage.
I ordered my car back in June of 2021 and they promised that it would be built on the week of November 8th. So, you’re probably thinking, that June-November isn’t all that long of a wait, and I would have to agree, but they did keep their promise “build date” of November 8th, and they emailed me my Vin number, and I gotta tell you, I was getting very excited, because I will be getting my car shipped via Train, from Lansing, Michigan very soon!
Well, it didn’t happen that easily…my car sat in a SNOWBALL on GM’s parking lot for quite a while! But they finally shipped that beautiful car! I haven’t even had it a year yet! Next month, which is March 2023 will be my 1 year anniversary date!
Cadillac kept their promise “build date” of Nov 8, 2021. So, it took them 5 months to get started on it, then once the car was finished being built, it went to the parking lot and sat there for quite some time.
Then after sitting for about 3 months in the Michigan winter wonder (where my car is) land…they finally loaded it on the train to be shipped! Well, it sat on the train for a few weeks before moving! Yep, you can believe it! I have the worst luck!I tell ya!
The reasons I knew the info on the cars location, is bc my sales manager would pull up the GPS for me each week to keep me updated. Thank God for him, he was great!!
So yea….it took from June 2021-March 2022 to take delivery of my first ever, Cadillac! And it’s a Sports Car, and I love it!! That car shines like a Diamond and she’s sexy!!
My only gripe is…she was already a 1 year old car. Now, you might as well say she’s 2 years old now, so really it was like I was buying a used car, because for me…It wasn’t new and it had sat out in the Michigan rain, snow and ice for a long time!! I’m ready to sell it for a newer vehicle now if anyone is interested.
She has 6,100 miles on her, and 2000 was a highway trip!
Not bad for a (now) 2 year old (Garage kept) Cadillac CT5-V! She’s Black with red calipers. And has ceramic coating (Perma plate). She has everything!
Anyone interested, please email me @ gobux1960@gmail
I’ll take the BMW M any day of the week over a Cadillac. I don’t care what that Cadillac can do around the Nurburgring.
Hoping Cadillac has a sedan in the works sized between the Celestiq and the CT5.
I have had 4 cadillacs, 04 ctsm I loved that car, 09 cts, also loved it, 17 cts, still have this car but find it rough riding, not my favorite dose not drive like my other cadillacs I loved, 21 xt4, again rough ride, but I do like the car. From now on before I buy another cadillac , I will drive it first. The new cadillacs out th 2 ct4 and ct5, they do not seem like cars cadillac drivers would like. You are building cadillacs for performance that is not what a lot of cadillac drivers want. Go back to the drawing board .
22. Xt5. Premium Luxury Love everything about it. Quiet ride. Headlights are super bright.Sound system 14 speaker bose is killer. V6 is plenty. No wonder this the best selling model in there line up. CR rated highly month ago ..
I ordered a CT5-V Blackwing and after waiting 1.5 years I gave up waiting and bought a Camaro ZL1. If this is the way Cadillac treats their customer orders I am glad I didn’t get a Cadillac and will never consider another one.
Sorry for the long comment peeps
Son in law owns a 2018 CT5 and a 2021 GMC SLT crew cab pickup, the pickup rides and drives better than the Cadillac which only has 32K miles. Cadillac messed up several years ago when they abandoned their roots and started trying to compete with the German crap. They went from the luxury class leader to an alleged European performance car, which has failed miserably. Now they ride rougher than a truck, don’t look sporty, and drive like a cheap European compact. The way they drive and ride you couldn’t give me one if you expected me to keep it and drive it.
Bob: You nailed it. Someone else above said that Cadillac has gone after the people who will almost never consider a Cadillac no matter what while ignoring the people who loved and purchased Cadillac’s for what they were. Nothing says Cadillac like a bone jarring ride with very low profile tires on huge rims, all while putting overly hard seats that are too narrow even for my thin back side. The only reason some of the Cadillac’s ride as well as they do is because the magnetic ride systems are fantastic and need to compensate for the other shortcomings.
Cadillac needs to get back to being Cadillac and stop chasing the German brands.
Why buy a German analog when you can get the real thing? This is not Cadillac’s space and they need to vacate.
It could have been the space for Pontiac if they didn’t kill the brand.
Given the opportunity Cadillac can apply this expertise to F1
I’m very disappointed in Cadillac and GM …I bought a CT5 premium luxury in May 2022 and on the sticker was retrofits for parking sensors and heated steering wheel, at time of purchase they promised before winter hits and here I am practically 1yr. Later still waiting… as for the car it’s a beautiful
Exterior and lackluster on the interior compared to real luxury , The ride can be exceptionally smooth on a nice road,but sucks on a patchy , bumpy one, I think minus the Escalade Caddy’s
Would of been done!
The problem across all GM brands is that they are too inconsistent…for some examples: Combining incredible engineering/great product/innovation with a sh!tty service experience. Sometimes the product looks great but is unreliable…or the engine is great but the electronics are poor…or the product targets a new buyer while completely alienating the loyal buyer…or it’s the dealers that spoil an otherwise excellent product. The point is that GM could easily could dominate, but always F-up something important somewhere, tainting the overall customer experience somewhere along the line.
Owner of both very happy with my 911 and Escalade good service on both.
So problem is that a lot of dealerships are tied in with a lesser brand. Along with not keeping the old school naming culture which instantly gives anyone a knowing of what vehicle you own! Yes ct4-5 are lesser cars than previous generation sedans cts and ats along with need of a real flagship sedan and make the move to being a more exclusive brand meaning make fewer cars play the same game as some Europeans brands do and have old top tier options no carry overs from lesser brands under the umbrella. Get back to having plush I wish I had this seat in my house seats and as far as the Escalade goes don’t just make the front an rear fascia’s different make side profile different also. Other facts are that some people just have a grudge against domestic brands no matter how good or equal they get they’ll still be considered lesser to them.
I don’t think the sporty Cadillac CT5-V was meant for comfort, because it is a luxury sports car. I took my car on a 2k mile trip, and I thought the car was quite comfortable! Cadillac encourages you to take this car out on a rented race track where you can time your best 0-60, which records it in your gauge cluster. I took this car on a 2k mile trip and I thought it was quite comfortable! I didn’t get the CT5-V Blackwing, but I did order the one below it!
This is a Twin Turbo, 360 HP, with 405 Lb ft of Torque. It’s top speed of 155! I think all sports cars have the Battery in the trunk, which is where this one is. People all over the country are trying to get one, because it’s the next best thing to the over priced Blackwing, which I gotta admit, it’s very sweet! I get a lot of head turns/rubber neckers, and I don’t think they’re looking at me because my windows are tinted. Maybe they’re checking to see if this is the Blackwing! I have yet to see a car like mine on the road these past 11 months of ownership. There’s not many of them, and I live in the Orlando area, so you would think that I’d see one by now. Mine took almost a year to get delivered, and it was worth the wait!
I had to have it, but it’s too much car for me. She’s fast, and wants to come off the pavement when you take off from red light, and she sounds great too! Anyone interested in buying this garage kept beauty, please mention in the comments. Mine has 6,100 miles on it. Not bad for a 2021!
Production delays hurting Cadillac also. Loyal Cadillac owner neighbor gave up waiting for a Lyric he ordered and bought a Tesla model S.
I do not see a way out of the dark for Cadillac.
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