• News
  • Guides
  • Reviews
  • Media
  • About
  • News
  • Guides
  • Reviews
  • Media
  • About
Sign up Now (For Free)

Sign up for our newsletter and receive the latest automotive news in your inbox!

Invalid email address
We promise not to spam you. You can unsubscribe at any time.
Thanks for subscribing!
News
Read Now
  • All News
  • Automakers
  • Automobiles
  • Auto Shows
  • Business
  • EVs & Environment
  • Guides
  • Lawsuits/Legal
  • Regulatory
  • Ride-Sharing
  • Safety & Recalls
  • Technology
Recent
  • The Rearview Mirror: A Sports Car from a Company You've Never Heard Of
  • Analysts Predict Declining Tesla Sales in Q3
  • Overlanding is the New Hotness
  • New Vehicle Sales Increase in September
  • Are EVs Affordable? Only if You’re a Luxury Buyer
  • Honda Takes Wraps Off New All-Electric Prologue
  • Mercedes to Offer True Self-Driving in Late 2023
  • Biden Meets UAW Picketers, Offers Support
  • Ford Halts $3.5B MI Battery Plant; Fain Slams Company
  • An Electric Acura NSX Could Be Coming
Editor’s Choice
    Reviews
    Read Now
    • All Reviews
      • Feeder
    • Classic Cars
    • Concept Cars
    • Convertibles
    • Coupes
    • Crossovers/CUVs
    • Diesel
    • Hot hatches
    • Hybrids
    • Luxury Vehicles
    • Minivans
    • Muscle Cars
    • Pickups
    • Sedans
    • Sports Cars
    • Super Cars
    • SUVs
    Recent Reviews
    • A Week With: 2024 Buick Encore GX Sport Touring AWD
    • A Week With: 2023 Mercedes-Benz EQB 250+
    • A Week With: 2024 Mazda CX-90 Turbo S Premium Plus
    • A Week With: 2024 Mercedes-AMG EQE SUV
    • A Week With: The 2024 BMW i7 xDrive60
    • A Week With: 2024 Alfa Romeo Tonale Veloce AWD
    • A Week With: 2023 Toyota Camry XSE Hybrid
    • A Week With: 2024 Subaru Impreza RS
    • A Week With: 2023 Chevrolet Colorado ZR2 Desert Boss
    • First Drive: 2024 Polestar 2
    Editor’s Choice
      Guides
      Car Warranty
      • Endurance Warranty Reviews
      • BMW Extended Warranty
      • Extended Warranty For Cars Over 100k Miles
      • Extended Car Warranty Cost
      • Subaru Extended Warranty
      • CarShield Reviews
      • CarShield Cost
      • Aftermarket Car Warranty
      • CARCHEX Warranty Reviews
      • Reputable Extended Car Warranty Companies
      • Used Car Warranty Companies
      • Best Car Warranty
      • Is CarShield A Scam?
      • Mercedes Extended Warranty
      • CarShield Plans
      Insurance
      • How To Identify A Car Insurance Company
      • Geico Mechanical Breakdown Insurance
      • How Far Back Does A Car Insurance Company Look
      • Mechanical Breakdown Insurance For Used Cars
      • State Farm Mechanical Breakdown Insurance
      • Mechanical Breakdown Insurance From Progressive
      • Dollar A Day Insurance
      • Auto Insurance For SSI Recipients
      • Car Insurance Rates After A Suspended License
      • Auto Insurance For Salvage Vehicles
      • Average Cost of Dodge Ram 1500 Car Insurance
      • Car Insurance Florida
      • Full Coverage Auto Insurance
      • GrubHub Insurance
      • Amazon Delivery Auto Insurance
      Shipping
      • Car Shipping Companies
      • uShip Reviews
      • Auto Shipping From California To Hawaii
      • Montway Auto Transport Reviews
      • Cheap Car Shipping
      • Easy Auto Ship Reviews
      • Auto Shipping Miami
      • Auto Shipping To Alaska
      • Car Shipping Cost
      • Auto Shipping Hawaii
      • Auto Shipping Puerto Rico
      • Sherpa Auto Transport Reviews
      • Auto Shipping Atlanta
      • Auto Shipping Boston
      • Auto Shipping. Chicago
      About
      • About Us
      • Contact Us
      • Terms of Use
      • Privacy Policy
      • Affiliate Disclosure
      • Sitemap
      TheDetroitBureau.com

      More than just “another” place to find news, reviews, spy shots, commentary, features, and guides about the auto industry. TheDetroitBureau doesn’t stop with the press releases or confuse a few lines of opinion with insightful, in-depth reporting.

      Contact Us

      Like what you see? Have some ideas for making The Detroit Bureau.com even better? Let us know, we’d love to hear your voice.

        Media
        Listen Now
        • Headlight News: All Episodes
        More from TheDetroitBureau
        • Guides
        • Latest News
        • Auto Reviews
        • Podcasts
        Headlight News

        TheDetroitBureau.com’s Headlight News offers a look at the past week’s top automotive news stories, as well as what’s coming up in the week ahead. Check out the week’s top story and our latest review…along with a dive into the past with this week in automotive history.

        home > news > Automobiles > Cadillac, Buick Top New Power Customer Service Study

        Cadillac, Buick Top New Power Customer Service Study

        Motorists increasingly pleased with dealers as more makers add free service.

        Paul A. Eisenstein
        Paul A. Eisenstein , Publisher & Editor-in-Chief
        April 09, 2014
        Cadillac topped the new Power study with products like the new-for-2014 ATS sedan.

        It’s conventional wisdom consumers hate to visit a car dealer, especially for service or repairs – but a new study suggests that’s far from true these days, in large part due to complimentary and prepaid maintenance programs. And digital tablets are playing a role in improving customer satisfaction, it turns out.

        Two General Motors brands have topped the list in this year’s J.D. Power and Associates’ latest Customer Service Index, or CSI, toppling such traditional leaders as Lexus and Toyota.  The study looks at how pleased owners of 1 to 5-year-old vehicles are with the service they’ve received at franchised dealerships.

        Stay Satisfied!

        The availability of maintenance programs – whether free or prepaid – played a key factor in how makers fared in the 2014 Power CSI.  More than two-thirds of luxury car owners who responded to the survey, and nearly half of those driving a mass-market model, said they were covered by some sort of program that minimizes the cost of service and repairs.

        “Maintenance packages—whether they’re complimentary or paid for by owners—create a long-term relationship between the customer and dealership, which, when coupled with satisfying service experiences during that period, can have a very positive impact on loyalty rates,” said Chris Sutton, senior director of the U.S. Automotive Retail Practice at J.D. Power.

        (GM facing $7,000 daily fine for delays in answering NHTSA questions about ignition switch recall. Click Here for the latest.)

        Such service plans appear to provide a win-win-win situation.  Customers are happier.  And they’re more likely to stay loyal to a brand.  They’re also more likely to buy such things as batteries, brakes and tires, noted Sutton, “even after their plan expires, (so) dealers retain key revenue opportunities for service and repairs.”

        The 2014 Customer Service Index shows that Detroit makers – and their dealers — are improving their game.  Cadillac topped the CSI overall, with a score of 872 out of a possible 900 points.  It came in ahead of Audi, Lexus, Infiniti and Lincoln, in the top five upscale brands, and ahead of the luxury segment average of 855 points.

        On the mainstream side, top-ranked Buick scored 835 points, ahead of Volkswagen, GMC Mini, and Chevrolet, among top-five brands, and 34 points above sixth-ranked Toyota.  The mass market segment had an average score of 797.

        Overall, all four of General Motors’ brands were in the top five of their respective segments, a first for the maker.  Ford and Chrysler showed more mixed results among the Detroit manufacturers, with some brands – notably Lincoln and Chrysler – running in the top five, while others fared below industry average.  In the mass market segment, Dodge, Jeep and Ram were bottom-ranked, in that descending order.

        (Toyota recalling 6.4 million vehicles worldwide.  Click Here for the story.)

        German and Japanese marques also had mixed results.  Toyota scored above average for a mainstream maker but its Scion brand was near the bottom of the industry.  It’s upscale Lexus brand was, meanwhile, ranked third.

        The Customer Service Index shows that consumers can be quite pleased with a brand, even if it doesn’t fare quite as well in terms of initial quality and long-term reliability.  On the other hand, some brands that report relatively few defects up front might not deliver a very good service experience.  Porsche has been scoring well on another Power study, the Initial Quality Survey, but came in below industry average in terms of the new CSI.

        On the whole, the new study shows motorists are growing more pleased with the service experience.

        But another finding reveals that dealers can improve customer satisfaction by making it easier to schedule a service visit – especially with apps that allow the use of digital tablets.  When a tablet was used, the industry-wide average score jumped to 838, up from 802 when a tablet was not used.

        (Fuel prices expected to fall – barely – over the coming summer. Click Here for the full story.)

        How to Care for Your Car

        Cheap Car Warranty

        Editor's Choice

        Best Extended Car Warranty

        Editor's Choice
        Recently Published

        The Rearview Mirror: A Sports Car from a Company You’ve Never Heard Of

        Sept. 30, 2023

        Analysts Predict Declining Tesla Sales in Q3

        Sept. 29, 2023

        Overlanding is the New Hotness

        Sept. 29, 2023

        2 responses to “Cadillac, Buick Top New Power Customer Service Study”

        1. Jorge M. says:
          April 10, 2014 at 10:31 am

          Most people don’t like being exploited by a dealership. With prepaid maintenance they are less likely to be abused. The electronic toys in the waiting areas help those who desire to stay “connected” while they wait.

          Reply
        2. Emil Nyberg says:
          April 10, 2014 at 12:06 pm

          GM has known since before 2002 that they had a problem with the Devil Window Regulator. After the warranty expires it costs over $300.00 to replace.

          All that is wrong is a small plastic clip breaks and the window falls into the door and will not close.

          If they ever want me to buy another GM car they will have to reimburse me that charge. My car is a 2004 Cad our truck is a1005 Ford Ranger and we are in the market for both.

          Reply

        Leave a Reply Cancel reply

        Your email address will not be published. Required fields are marked *

        Share this article:
        © The Detroit Bureau 2023
        • Guides
        • Privacy Policy
        • Terms of Use
        • Affiliate Disclosure
        • Contact Us
        • Sitemap
        Follow Us: