GM Brands Dominate J.D. Power’s Customer Service Index Study
Buick took top honors in the 2015 J.D. Power’s Customer Service Index Study, but it wasn’t the only General Motors brand that repeated its success from last year. GMC and Chevrolet once again placed third and fourth, respectively, in the CSI rankings, which were based on responses from 70,000 car owners and lessees of 2010-2014 model-year vehicles who were surveyed between November and December of 2014.
Out of 1,000 possible points, Buick scored 836, which was good for first place among all mass market auto brands. MINI (834 points) and Volkswagen (818) took the Silver and Bronze medals, while GMC (811) and Chevrolet (807) rounded out the top five. The overall industry average was 792 points.
Among all luxury car companies, GM’s Cadillac brand ranked fifth, with a score of 858 points, placing it above Infiniti (857), Mercedes-Benz (854), and the luxury brand industry average of 852 points.
General Motors’ successful customer service rankings are all the more remarkable when one considers the fact that the company was responsible for close to half of the auto industry’s record 60 million recalls.
“Recall visits were up for GM brands, but despite that, [dealers] were able to actually manage that volume of recalls very well,” acknowledged Mike Battaglia, J.D. Power’s senior director of auto retail. “If they had not handled those well, the GM brands would have had a much more difficult time in CSI this year, but that was definitely not the case.”
News Source: Automotive News
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