General Motors Comes Up Big in J.D. Power 2019 UAE Customer Service Index Study
Photo: © General Motors
Automakers continue to scrap it out for leverage in the United Arab Emirates to gain favor with drivers in the emerging market, and General Motors is demonstrating dominance. According to the J.D. Power 2019 UAE Customer Service Index Study, GMC is the top mass-market brand and Cadillac is the top luxury brand in terms of aftersales service satisfaction.
The J.D. Power 2019 UAE Customer Service Index Study takes the responses of 3,877 vehicle owners who purchased a new vehicle between December 2013 and May 2019 and had that vehicle serviced from December 2017 to May 2019. Factors used to determine scores include service quality (32 percent), service facility (20 percent), vehicle pick-up (18 percent), service initiation (16), and service advisors (15 percent).
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“We operate an exceptionally strong dealer network across the region and collaborate closely to deliver the best service we can to our customers,” said President and Managing Director of General Motors Africa and Middle East John Roth. “The longstanding partnerships we have in the Emirates with Bin Hamoodah and Al Ghandi Auto are a vital aspect of the study’s positive results. There is always room to grow, and this study by J.D. Power will serve as a benchmark to always set the standard in customer care.”
Rated on a scale of 1,000 points, GMC earned a score of 809 and a five-star JDPower.com Power Circle Rating, considered among the best. Cadillac scored an even more impressive 853 points out of 1,000 and also earned a five-star Power Circle Rating. The respective averages for mass-market and luxury vehicles were 785 and 826, putting both brands considerably above its competition and the industry-wide standard for quality.
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