Cadillac ranks third in customer satisfaction for the Premium Brands segment in the annual J.D. Power 2025 U.S. Customer Service Index (CSI) Study, putting it well above average and matching its performance from previous years.
According to the study, Cadillac scored 888 points in satisfaction, following the service offered by Porsche dealerships with 912 points and Lexus at a 900 rating.
The segment average for Premium Brands was 878, putting Cadillac about 10 points above the usual satisfaction experienced by customers with high-end brands’ dealer service. Interestingly, drilling down somewhat to vehicle type, Caddy cars such as the Cadillac CT4 and Cadillac CT5 underperformed. Their rating was 874 for service satisfaction in Premium Cars, while the average was 880.
However, customer satisfaction with SUV service is much more robust. The study doesn’t distinguish between full-size SUVs such as the Cadillac Escalade and smaller crossovers like the Cadillac XT5, but customers were highly satisfied, ranking service of these vehicles at 891 compared to the Premium SUV average satisfaction of 877 points.
Caddy was also third among Premium brands in 2024 and in 2023. Meanwhile, customer satisfaction for EV service is 51 to 57 points below satisfaction with ICE maintenance and repairs. J.D. Power remarks that “the ongoing lack of well-trained EV technicians and frontline personnel is a key factor in the shortfall.”
Older customers trust dealership service more than younger directions, with the Boomer generation having the most trust in repair personnel. JDP automotive retail director John Tenerovich says that overall “customers gravitate to operations that serve them well” and that “the study clearly shows that good service leads to loyal customers.”
Tenerovich added that “while complimentary maintenance programs drive strong retention, the level of intent to return for actual customer-paid service depends on the service experience delivered by the dealer.”
The data was collected from 55,210 people leasing or owning vehicles from each brand that are one to three years old. The study began in July 2024 and continued through the end of the year.
Comments
Just had the 30k mile service on my ‘23 XT6 and it was one of the worst experiences, ever. My dealer has never provided what I would classify as “Cadillac Service” but they’ve not been horrible either…until now. According to jd power, the XT6 is tops in initial quality and dependability but mine is anything but.
@Cadidrvr
You had a bad experience at the dealership with service personnel? What about the car itself? How’s your 2023 XT6 holding out? Seems that should be your priority concern than someone at the dealership who probably didn’t shake your hand!
Worse than bad, Jane. All I ask of the dealer is to fix the problems and return my car in the same condition as I left it with them. I don’t need the “hand-holding”, fawning, etc. Amongst many items this visit, my car was dirty when I left it as it rained that morning…yet, SOMEHOW, my vehicle was dirtier when I picked it up, but it remained sunny the entire it was at the dealer. They also performed a “hard reset” of the entire computer system in the car, WITHOUT telling me, and the Service managers response: “yeah, that happens sometimes with these updates”. There were trim pieces inside my car just “hanging”, the radio was on some horrible rap station and at seemingly full volume. They also ran out quarter tank of gas. I could go on, but you should get the idea.
Initial quality and dependability is not customer service. It’s the vehicle itself they’re asking customers about.