J.D. Power and Associates Customer Service Roundtable has recognized Cadillac as one of the fifty 2012 Customer Service Champions. J.D. Power surveyed around 800 companies who were initially selected because of their excellence in their own industries as perceived by customers. To be included, a company must excel within its own industry and it has to stick out among leading brands in 20 major industries evaluated by J.D. Power.
The 2012 Champions were determined based on customer feedback, opinions, and perceptions as obtained by J.D. Power’s syndicated research in 2011.
The 2012 Champions represent the highest-performing U.S. companies that do not just offer but also deliver excellent service both within its own industry and across all industries surveyed.
“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. McNeil said the company is strongly committed to customer satisfaction and it appreciates the recognition given by J.D. Power.
Cadillac’s obsession to prove the best customer services has allowed it to institute wide-ranging changes that could improve luxury customer experience.
To an extent, the company conducts all-embracing customer experience training for dealership personnel and is developing a collection of owner benefits called Cadillac Shield. The company’s Escalade model received highest honors in the Large Premium Crossover/SUV category of the J.D. Power Initial Quality StudySM (IQS) in 2011. The IQS measures the number of problems consumers experience during the first 90 days of ownership.