This week, J.D. Power, one of the foremost experts on—well, just about everything, it seems—announced their annual list of Customer Champions. The list recognizes 50 brands that have nearly impeccable customer service ratings in a field of more than 600. One of this year’s winners is a familiar face: Cadillac has now earned the distinction of Customer Champion three times after appearing on the 2014 list.
In order for a brand to make it onto the J.D. Power Customer Champions list, they must not only be at the top of their industry, but they must also rank well in contrast to all nine industries considered. As is implied with the name, Customer Champions are determined based upon customer feedback, opinion, and perception. Factors taken into consideration include People, Presentation, Process, Product, and Price.
“We believe that every interaction – at our website, in the showroom or on the service lane – represents a defining moment, an opportunity to differentiate ourselves and earn the loyalty of a customer,” said U.S. Vice President of Cadillac Sales and Service Bill Peffer in a press release. “This philosophy of defining moments is what drives our new products, and we strive to carry that through to our sales and service experiences.”
Cadillac also appeared on the J.D. Power Customer Champion list in 2011 and 2012.
Cadillac sites programs such as Cadillac Shield as being a major cause for their winning ways with customers worldwide. Cadillac Shield provides Caddy owners a plethora of benefits such as Premium Care Maintenance program, Remote Vehicle Diagnostics, and advanced mobile apps and is available to customers at Bill Harris Auto.
We want to hear from you: how satisfied are you with the Cadillac brand, and what keeps you coming back for more? Leave us a comment and let us know!