Cadillac was ranked third in the annual 2023 J.D. Power U.S. Customer Service Index, which measures how satisfied customers of a given automaker are with service at its franchised dealerships.
The study, which is now in its 43rd year, takes into account things like valet service, mobile vehicle servicing, and online and smartphone app payment, among other aspects, to gauge what effect they have on the overall service experience. Dealers are graded on their performances based on five measures and granted a numerical score based on their results. The five measures are service quality, service advisor, vehicle pickup, service facility and service initiation.
Cadillac scored 879 points, good enough to place it third among its premium segment competitors. By comparison, first-place Lexus scored 900, while second-place Porsche scored 880 points. Meanwhile, Infiniti trailed Cadillac with a score of 878 points. Among mass market makes, Mitsubishi ranked highest with a score of 884, while Mazda’s score of 870 placed it second, followed by Buick in third with 867 points.
Interestingly, J.D. Power found that the prevalence of electric vehicles dinged scores across the board this year, as the average score declined for the first time in almost three decades. Customer service satisfaction among EV owners is 42 points lower than that of models with internal combustion engines. This is largely due to recall rates among EVs, which is more than double that of ICE vehicles. Additionally, service writer knowledge when it comes to EVs has proved to be a bit lacking, disappointing owners of these vehicles.
“As the electric vehicle segment grows, service is going to be a ‘make or break’ part of the ownership experience,” said Chris Sutton, vice president of automotive retail at J.D. Power. “The industry has been hyper-focused on launches and now these customers are bringing their electric vehicles in for maintenance and repairs. As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles – but we’re not seeing the benefits yet.”
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Frankrizzo
EV are going to bring GM to it’s knees,the majority don’t want them.
Raymond J Ramirez
You are very wrong. GM and Ford will follow Tesla with the best EVs built in America, and many will buy them.
Dougyfd
I agree Frank, GM is foolishly putting all their eggs in one basket. They’ve sold so few battery powered cars and have no idea whether they will be in high demand. If and when they come out with a battery that can fully charge in 5-10 mins and have a range of 400 miles then maybe consider one. I don’t see that happening anytime soon. Look at cellphones and tablets, around for 12 years plus and the batteries today don’t last longer or charge up faster than the ones in 2012.
Chris Cummings
Actually, Frankrizzo is right. There is a lot of novelty interest, over and above the true believers. But there’s a lot of reticence over valid concerns like range, cost, public infrastructure, home infrastructure, and materials availability. The manufacturers are making a big gamble and simply assuming the customers will follow along.