When consumers choose to lease or buy a luxury car, they expect to receive a lot for their money. This includes standard luxury amenities, technology and safety features, distinctive styling, stellar performance and handling, comfort and…customer service. After all, a car, especially a luxury car, should reflect the best of the brand.
In the just-released J.D. Power and Associates 2011 Customer Service Champions, five luxury car brands are among 40 that made the list.
Those brands named 2011 Customer Service Champions are among the top five percent of more than 800 brands that were evaluated by J.D. Power and Associates (JDPA). They had to excel in five areas: people, presentation, price, product and process. Gary Tucker, JDPA senior vice president of global services and emerging industries said, “Brands identified as J.D. Power Customer Service Champions are getting all of these things right. Some are even outperforming the best of their peers in meeting heightened customer expectations.”
What are some of the highlights of such extraordinary customer service? We take a brief look at the five luxury car brands designated J.D. Power 2011 Customer Service Champions.
Standard on all 2011 Cadillac models, Cadillac Premium Care Maintenance is a fully transferable maintenance program that covers select required maintenance services during the first four years/50,000-miles. These include oil changes, tire rotation every 7,500 miles, engine air cleaner filter replacement, passenger compartment air filter replacement, and multi-point vehicle inspection. In addition, all Cadillac vehicles carry a four-year/50,000-mile bumper-to-bumper limited warranty with no deductible, five-year/100,000-mile transferable powertrain limited warranty with no deductible, 24/7 roadside assistance and courtesy transportation for five years/100,000 miles, and OnStar Directions and Connections Plan (standard for one year).
Cadillac was ranked second in luxury brand segment in the J.D. Power and Associates 2010 Sales Satisfaction Index (SSI) Study, behind Jaguar and ahead of Mercedes-Benz. Cadillac also secured second place in the JDPA 2010 Customer Service Index (CSI), behind first-place Lexus and ahead of third-place Jaguar. In the JDPA 2010 Dependability Study, Cadillac garnered four segment awards (first, second, or third place) for CTS, STS, DTS and Escalade EXT. See a review of the 2011 Cadillac CTS in The Car Connection.
2011 Jaguar XFEnlarge Photo
Jaguar began manufacturing motorcycle sidecars in 1922 and today is one of the world’s most recognized commercial brands, known for its luxury sedans and sports cars. For the 2011 model year, Jaguar provides customers in North America increased vehicle warranty coverage and best in class maintenance plan with its Jaguar Platinum Coverage. Highlights of Jaguar Platinum Coverage include five year/50,000-mile new vehicle limited warranty and complimentary scheduled maintenance for the duration of the warranty period, including no-cost replacement of select wear and tear components, and 24/7 roadside assistance. No-cost coverage includes oil changes, filters, brake pads, brake discs, brake fluids, and wiper blade inserts.
In 2010, Jaguar also received the highest score in the U.S. auto industry and was ranked highest among luxury brands for sales satisfaction in the J.D. Power and Associates 2010 Sales Satisfaction Index (SSI) Study. In addition, full-year 2010 U.S. sales for Jaguar were up 12 percent.