Cadillac tops latest service satisfaction study

GM aced J.D. Power\'s latest consumer satisfaction study.

General Motors' Cadillac division has leapfrogged Toyota's Lexus to take the top spot in J.D. Power & Associates' latest U.S. Customer Service Index Study.

The CSI measures service satisfaction among owners and lessees of one- to five-year-old vehicles in the United States. The rankings are based on a 1,000 point scale, with a higher number indicating a higher satisfaction rate.

With a score of 872, Cadillac outscored all other luxury brands. Audi ranked second (868), just ahead of Lexus (867). Lexus had held the top spot in the study for the last five years.

Infiniti and Lincoln, both tied at 865, rounded out the top five brands in the luxury category.

Buick, another GM brand, ranked first in the mass-market category, scoring 835 out of 1,000. Volkswagen (830), GMC and Mini (both 828) and Chevrolet (812) represented the other top five brands in the study.

"What makes this survey so valuable is that it is an objective measure of service satisfaction,” said David Mingle, GM executive director, Customer Experience. "The results of this benchmark study confirm our commitment to provide our customers with the best overall experience in the entire industry.”