DETROIT — Cadillac has been recognized as a 2012 Customer Service Champion at the J.D. Power and Associates Customer Service Roundtable in Orlando, Fla. The luxury automaker was one of only 50 companies out of 800 studied to earn the distinction on March 14.
To qualify for inclusion, a company must excel within its own industry and stand out among leading brands in 20 major industries evaluated by J.D. Power.
The 2012 Champions were identified based on customer feedback, opinions, and perceptions gathered primarily from J.D. Power’s syndicated research in 2011. The group of 50 represents the highest-performing U.S. companies that deliver service excellence — both within their specific industries and across all industries measured.
“We’re in the midst of a mission to enhance every interaction a consumer has with Cadillac,” said Kurt McNeil, vice president of Cadillac Sales and Service. “We are strongly committed to customer satisfaction, and appreciate this external confirmation of our efforts.”
Cadillac has instituted wide-ranging changes to enhance the luxury customer experience, conducting comprehensive customer experience training for dealership personnel and developing an improved suite of owner benefits called Cadillac Shield.
The Cadillac Escalade received highest honors in the Large Premium Crossover/SUV category of the J.D. Power 2011 Initial Quality Study (IQS), which measures the number of problems consumers experience during the first 90 days of ownership. In February, Cadillac was named the most-desired automotive brand in the U.S. by men, according to results of a market research test by the global strategic neuro-insight firm Buyology Inc and uSamp, which measured personal and emotional connections to 220 well-known brands across 10 industries.
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Source: Cadillac Professional Vehicles