Cadillac Named Customer Service Champ

by David Kiley (RSS feed)
Mar 3rd 2011 at 7:03PM

Cadillac was named best automotive brand for customer service by J.D. Power and Associates, rising from the number-two spot it occupied last year.

The honor comes after the research firm measured five key customer touch points: people, presentation, process, product and price. According to GM, Cadillac's improving customer service scores are due, in part, to sales associates training with Ritz-Carlton service consultants. Cadillac partnered last year with the luxury hotelier on its first series of training programs, called "Defining Moments" aimed at elevating the customer experience.

In February, Cadillac also launched the Cadillac Shield program--Cadillac's four-year, 50,000-mile bumper-to-bumper and five-year, 100,000-mile powertrain warranties. In addition, it provides maintenance on many frequently required services for four years or 50,000 miles as well as 24-hour roadside assistance and courtesy vehicle transportation during the power-train warranty period.

Cadillac was the number-two luxury brand in sales in February as parent company General Motors increased sales and lease incentives. Cadillac CTS and DTS models each more than doubled their sales, versus February 2010.

Tags: cadillac, J.D. Power and Associates Customer Service, ritz carlton