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Cadillac was ranked second in JD Power’s 2022 US Customer Satisfaction Index study.
2022 marks 42and the year the study was conducted, and was redesigned this year to take into account emerging convenience features relevant in today’s market, including valet service, remote vehicle service, and online/mobile app payment options to gauge how these aspects affect overall customer satisfaction in terms of to certain automakers. This study measures satisfaction with service at an authorized aftermarket dealer or repair facility, among owners or renters of vehicles that are three years old or newer. Automotive brands are evaluated on a 1,000-point scale based on performance in five areas: service quality, service advisory, vehicle pick-up, service facility, and service initiation.
Cadillac scored 880 points, placing the luxury brand second among premium automotive brands. It was only beaten by Lexus, who scored 897. Cadillac outperformed Porsche, who scored 879 points for third place. Acura is fourth with 871 points, and BMW completes the top five with 866 points.
Among mass-market brands, MINI scores the highest with 873 points, followed by Cadillac’s corporate cousin, Buick, in second place with 872 points. Mazda is third with 856 points, fourth is Mitsubishi with 854 points, and GMC is fifth with 853 points.
Overall, owners of gasoline and diesel powered vehicles report an average customer satisfaction score of 852.
According to JD Power, the study revealed several important findings related to dealer service. Trust between the customer and the repair facility is absolutely essential to satisfaction, with the most important aspect being the customer’s trust in the dealer’s ability to perform complex and extensive repairs on their vehicles. Simple things like text messages or phone calls to remind customers of their vehicle’s status boost the automaker’s score, along with dealers providing videos and photos explaining the repair process.
Additionally, automakers whose repair facilities provide valet services – such as picking up vehicles from a customer’s location – score higher than those that do not.
However, JD Power notes that owners of battery electric vehicles typically report lower satisfaction scores than owners of gas and diesel powered vehicles, with an average rating of 784. It is critical that automakers like Cadillac provide services to increase customer satisfaction in electric vehicles. segment, especially with the launch of the Cadillac Lyriq 2023 – Cadillac’s first electric vehicle – on the horizon.
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