General Motors’ luxury marque Cadillac performed relatively well in the recently published J.D. Power 2023 U.S. Customer Satisfaction (CSI) study, ranking above average in two sections of the study, as well as below average in another segment.
The luxury marque received a score of 879 out of 1,000 in the Premium Brands segment of J.D. Power’s most recent CSI report. This makes Cadillac the third-highest ranked brand, coming in behind Porsche, which scored one point better, and above Infiniti, which scored one point less. The segment average stood at a score of 864, while Genesis ranked last with a CSI score of 819.
In the Premium Cars segment, Cadillac ranked eighth overall with a score of 865 out of 1,000, placing the luxury marque below the segment average of an 872 out of 1,000. Lexus was ranked first overall with a CSI score of 902, while Genesis ranked last with a score of 831.
Finally, in the Premium SUVs segment, Caddy placed second overall with a score of 880 out of 1,000, while Lexus placed first with a CSI score of 900. The average score was 862, and Genesis once again placed last overall with a CSI score of 811.
“As the electric vehicle segment grows, service is going to be a ‘make or break’ part of the ownership experience,” said J.D. Power vice president of automotive retail Chris Sutton. “The industry has been hyper-focused on launches and now these customers are bringing their electric vehicles in for maintenance and repairs. As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles – but we’re not seeing the benefits yet.”
As context, the J.D. Power U.S. CSI Study 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 American market research firm uses survey data to assign a numerical CSI score to automakers, which is based on the combined scores of five different measures: service quality, service advisor, vehicle pick-up, service facility and service initiation.