Cadillac Tops J.D. Power’s Customer Service Index (CSI) Study
Last month, J.D. Power named Cadillac a Customer Service Champion for its exception commitment to the “5 Ps” of people, presentation, price, process, and product. This week, it was announced that Cadillac earned the top rank in customer satisfaction with dealer service for all luxury brands in the annual U.S. Customer Service Index (CSI) Study.
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On a 1,000 point scale, Cadillac earned an overall CSI score of 872, which was 14 points better than their score in 2013. This was tops among all automotive brands, besting Audi (868), Lexus (867), Infiniti (865), Lincoln (865), Buick (835), Volkswagen (830), GMC (828), MINI (828), and Chevrolet (812).
“We believe every interaction with a Cadillac owner represents an opportunity to earn the loyalty of a customer,” said Bill Peffer, U.S. vice president of Cadillac Sales and Service, in a press release. “This philosophy drives our products and every experience in our dealerships.”
The five factors of the U.S. Customer Service Index Study include service initiation, service advisor, service facility, vehicle pick-up, and service quality. Cadillac programs such as Cadillac Shield and the extensive lengths to which the brand goes to trains its dealers were considerable factors in its CSI victory.
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