Cadillac Ranks High In J.D. Power 2024 China Customer Satisfaction Index Study

Cadillac ranked in third place for customer satisfaction regarding service in China, just behind Land Rover and Mercedes-Benz, in the Premium segment of the Chinese auto market, per the J.D. Power 2024 China Customer Service Index (CSI) Study.

Out of a possible total of 1,000 points, Cadillac achieved a score of 801 in the study’s results, above the Premium brand average of 796 and ahead of a significant number of other elite automotive marques.

The efforts of carmakers to improve their customer service shows in the significantly higher average rating for the Premium segment including Cadillac. In 2023, the average was 785 points, while this year, the average is 11 points higher. This is clearly well beyond statistical variation and shows solid improvement of actual customer service performance.

Furthermore, Cadillac shines even more than the overall premium vehicle market in China. Its 801 score is up 16 points from the 785 rating it received last year, showing the GM brand is outpacing many of its competitors in raising the bar on customer experience in China. Cadillac also overtook last year’s first-place brand, Audi, which is in fifth place for 2024 after boosting its service performance by only 1 point.

ICE vehicle purchasers are now expecting greatly improved customer service to mirror that offered by “the rise of new energy vehicles (NEVs) and their accompanying direct sales models and digital communication channels,” per J.D. Power consulting manager Ann Xie. The change is prompting automakers in “building efficient digital service systems that reduce costs while also enhancing the customer experience,” she added.

Owners of the newest vehicles, within the past 1 to 2 model years, saw a 25-point increase in satisfaction, showing how vehicle manufacturers are integrating customer feedback into their service. Furthermore, good service communication vastly increases customer satisfaction in China, with an up-front accounting of all service charges boosting satisfaction by a whopping 91 points.

Data was collected from 33,298 Chinese citizens who bought a new vehicle within the past four years and had it serviced. To get a good cross-section of satisfaction, J.D. Power surveyed consumers from 81 different major cities in China.