In a recent University of Michigan study of customer satisfaction, Cadillac topped the list with Lexus as brands that consumers are most satisfied with this year.
Last year, Cadillac earned the number two spot in the list, but this year the American luxury brand has matched Lexus with a score of 89 in the American Customer Satisfaction Index, which has impresses Cadillac CTS Pittsburgh dealer customers. Customer satisfaction for the all the Big Three brands rose slightly overall.
Interestingly, the rise in satisfaction from Big Three customers may have nothing to do with changes to products or customer service. As sales declined, Pittsburgh Cash for Clunkers suggests more customers did not return to the Detroit brands. Therefore, the remaining customers were a smaller group overall, but more satisfied.
Customer satisfaction is an important factor that serves as a good indicator of what buyers are likely to make a repeat purchase. A Boston Collision Center points out that others near the top of the customer satisfaction list included Lincoln-Mercury, Chrysler, Buick, and Honda. Volkswagen make the largest just on the lists, increasing its score by 6.0 percent from last year to achieve a score of 86, marking the first time the German automaker has scored above the industry average of 84. (more…)
