SHANGHAI – Cadillac was third among all luxury brands in the 2013 China Customer Service Index (CSI) Study recently released by J.D. Power Asia Pacific. Its score of 872 out of a maximum 1,000 points was 23 points above the segment average.
The China CSI Study, now in its 13th year, measures satisfaction among vehicle owners (between 12 and 24 months of ownership) who visited an authorized dealer's service department for maintenance or repair work during the past six months. The study examines five factors: service quality, service facility, vehicle pick-up, service advisor and service initiation. The customer satisfaction score measures the performance among authorized dealers on meeting customers' expectations of their aftersales experience.
Since formally entering the Chinese market in 2004, Cadillac has adopted strict service standards. In 2011, it launched the Enhance Prestige – Cadillac PLUS aftersales service brand in China, which has three pillars: Exclusive, Intelligent and Proactive.
This year, Cadillac unveiled the E-Service intelligent electronic service system to extend and strengthen Cadillac PLUS. The system is focused on intelligent facilities, advanced management, seamless communication, and improved service transparency and efficiency. Cadillac owners can enjoy premium reservation, reception, repair and delivery services.
As it continues to expand its array of services, Cadillac also continues to expand its lineup of models sold in China. Cadillac currently offers the CTS luxury sedan and coupe, SRX luxury utility vehicle, Escalade luxury SUV and its newest model, the XTS luxury sedan. In the first seven months of 2013, Cadillac sales in China rose 40.4 percent on an annual basis to 23,346 units.
General Motors traces its roots back to 1908. GM has 12 joint ventures, two wholly owned foreign enterprises and more than 58,000 employees in China. GM and its joint ventures offer the broadest lineup of vehicles and brands among automakers in China. Passenger cars and commercial vehicles are sold under the Baojun, Buick, Cadillac, Chevrolet, Jiefang, Opel and Wuling brands. In 2013, GM sold nearly 3.2 million vehicles in China. More information on General Motors in China can be found at GM Media Online.