Cadillac earned high marks in the J.D. Power 2024 China Customer Satisfaction Index (CSI) Study, holding onto third among nine competitors in the premium brand segment.
The 2024 China CSI Study examines satisfaction with after-sales service at authorized dealers in the past 12 months among owners of one- to four-year-old vehicles. Responses were collected from 33,298 vehicle owners across 43 brands in 81 major Chinese cities. Fielded from February through July 2024, the study specifically looked at internal combustion engine (ICE) powered vehicles that were purchased between January 2020 and June 2023.
The China CSI Study measures customer satisfaction based on six factors (in order of importance): service facility (21 percent); service team (18 percent); welcome and diagnostic (17 percent); service quality (16 percent); service value (15 percent); and reservation (12 percent). Each make was given a score on a 1,000-point scale, with a higher score indicating greater satisfaction.
Cadillac raked in 801 points, good enough to place third in the premium brand segment, and was only outperformed by Land Rover with 805 points and Mercedes-Benz with 802. Porsche (798) came in fourth, followed by Audi (797), Volvo (797), Lincoln (790), Lexus (788), and BMW (787) bringing up the rear. The premium segment average was 796 points.
Comparatively, other brands owned by Cadillac parent, General Motors, did not fare as well as the luxury marque did. Buick earned 776 points, while Chevrolet scored 770. Wuling, meanwhile, brought up dead last among domestic Chinese brands with a score of 740 points overall.
This year’s rendition of the study returned that owners reported greater satisfaction than in the past. The largest satisfaction increase was reported among owners who have owned their new vehicle for one to two years, up 25 points, while owners who have had their vehicles for one to three years reported a decline in satisfaction, down 16 points.
Additionally, service transparency is becoming increasingly more important for satisfaction among vehicle owners. Scores are bolstered by things like live footage or video of the service status of their vehicle, while satisfaction trends higher for dealers who disclose the full cost of repairs up front.
