GM Takes Home 4th Straight IHS Markit Customer Loyalty Award
GM Vice President Steve Hill, left, accepts the annual IHS Markit customer loyalty award from IHS Markit Vice President Kristen Balasia last week in Detroit
Photo: Steve Fecht for General Motors
General Motors enjoys a more loyal U.S. customer base than any other automaker. That’s according to industry analysis firm IHS Markit, which recently awarded GM with that honor for the fourth straight year.
“Such strong loyalty only comes when everyone keeps the customer at the center of everything we do, whether they are making, marketing, selling, or servicing our vehicles,” said Steve Hill, GM’s U.S. vice president of sales, service, and marketing.
Hill points to My GM Rewards as a major factor behind the automaker’s ability to retain customers. More than a million people have signed up for the new program, which allows customers to earn points from vehicle and accessory purchases, dealership service visits, and more. Even owners of non-GM vehicle owners can earn points when they visit GM dealerships for service, making the program an effective way to attract new customers.
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“My GM Rewards is our way of thanking loyal customers and making sure they have a great ownership experience, so they come back to Chevrolet, GMC, Buick, and Cadillac dealers again and again,” Hill said. “The program has been a big hit since it was launched, and its growth has exceeded our expectations because the rewards are easy to earn and redeem on things that people really want and need.”
Hill also noted that GM’s individual brands get high marks for dealer service and sales satisfaction, achievements that encourage customers to keep coming back.
For example, Buick was the top-ranked mass-market brand in the 2018 J.D. Power Total Ownership Experience Awards. Buick has also been the top mass-market brand in the J.D. Power Customer Service Index Study for two years in a row, while Chevrolet was tied for second in 2018. The 2018 J.D. Power Sales and Satisfaction Index ranked GMC second, while Chevy and Buick were tied for third.
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