It was about a month ago that we learned that J.D. Power named Cadillac a 2014 Customer Champion. Well we have just learned earlier this week that Cadillac has been ranked the highest in customer satisfaction in the J.D. Power’s 2014 U.S. Customer Service Index (CSI) Survey.
Ranking in customer satisfaction for the J.D. Power CSI Survey are based on satisfaction rating provided by owners and lessees of vehicles one to five years old. Consumers rate the brand on five criteria:
- Service initiation
- Service advisor
- Service facility
- Service quality
- Vehicle pick-up
Cadillac has always taken pride in customer satisfaction. The implementations of many programs are a big reason for the success of Cadillac. Some of the top programs that consumers have grown to love are Cadillac Shield, Premium Care Maintenance, and Remote Vehicle Diagnostics. All Cadillac dealers must also go through extensive real-life customer service training.
“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.
This is the first time that the brand has ever received the highest ranking in the CSI Survey from J.D. Power, but follows up a second place ranking from last year’s survey.