General Motors hit it big with the latest customer satisfaction J.D. Power study, Cadillac getting the highest rating among luxury brands, while Buick topped the mass market brands category. The 2014 edition of the Customer Service Index is, as we've been accustomed to in previous years, a study that measures how satisfied owners of 1 to 5-year-old vehicles are with their dealer facilities for things like maintenance and repair work.
Out of a 1,000-point scale, two GM's brands got top scores: Cadillac ranked higher (872) than established luxury brands Audi (868) and Lexus (867), while Buick beat VW by a margin of only 5 points in the mass market brands category (835 vs. 830 points). That's great, but we still ponder if these scores will reflect somehow in the way the automotive giant will handle repairing all those recalled U.S. vehicles with defective ignition switches
Chris Sutton, Senior Director of the U.S. automotive retail practice at J.D. Power, declared on this subject: ""Certainly they’re going to be challenged with capacity, but what this suggests is that their dealers are well-positioned as much as anyone to be able to address that. Their performance on CSI suggests that their advisors do an excellent job connecting with consumers. They’re able to manage customers efficiently.”
As opposed to 2013's Consumer Service Index study, the average score among luxury brands improved by nine points, while the mainstream brands average rose eight points. Find out how your car brand scored by checking these reports: