Cadillac Ranks Well In 2024 American Customer Satisfaction Index

Concerning customer satisfaction, Cadillac ranked quite well in the 2024 American Customer Satisfaction Index (ACSI) study.

With a score of 82 out of a possible 100 points in the luxury nameplate segment, the luxury marque was ranked third overall with a zero-percent change in its score as compared to the 2023 calendar year. Mercedes-Benz led the pack with a score of 83 points and a subsequent positive percentage change of four percent, while Acura had the worst score of 77 points. As reference, Cadillac posted a similar score in the 2023 edition of the ACSI study.

It’s worth noting that the average score in the luxury segment was 81 points, meaning Cadillac ranked a few points above average for 2024.

Interestingly, General Motors’ other U.S.-market brands – including Chevy, GMC, and Buick – received scores of 79, 79, and 80 points, respectively, in the mass-market segment.

There were several key takeaways from the luxury nameplates segment of this study, including:

• Mercedes-Benz posted a four-percent jump in satisfaction to tie Tesla for first place. Meanwhile, Cadillac and Lexus followed close behind in third and fourth, respectively
• Customer satisfaction in the luxury segment was unchanged for 2024, as was most customer experience metrics beside mobile app reliability and comfort, both of which decreased one percent
• Mercedes-Benz customers are particularly satisfied with hybrid vehicles
• The score gap between hybrid/ICE-powered vehicles and all-electric vehicles was much narrower as compared to the mass-market segment

For context, the 2024 ACSI Automobile Study was based on 12,173 completed surveys, chosen at random and contacted via email between July 2023 and June 2024. Contacted consumers were asked to evaluate their recent experiences with automobile brands manufactured by the largest companies in terms of market share, plus an aggregate category consisting of all other – and thus smaller – automotive nameplates. ACSI scores were then given, ranging from zero to 100.

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