Cadillac has ranked third in J.D. Power’s 2020 Tech Experience Index (TXI) Study! It examines how customers evaluate the latest technology features in new vehicles. J.D. Power surveyed owners of new 2020 model-year vehicles 90 days after their purchase. The company analyzed each car brand’s new technologies, how much owners enjoyed those technologies, and any problems they had with them.

The brands were ranked on a 1,000-point scale. Cadillac came in third with 577 points, behind Volvo and BMW. The TXI Study also includes the Advanced Technology Awards. They recognize vehicles that rank the highest in convenience, emerging automation, energy and sustainability, and infotainment and connectivity. Cadillac picked up three awards in the luxury segment.

The CT5 won the convenience award for its rear seat reminder technology, and the XT5 picked up the infotainment and connectivity award for its navigation live traffic technology. The Cadillac Escalade received the emerging automation award for its rear cross traffic warning technology. The Chevrolet Camaro also won the emerging automation award in the mass market segment for its rear cross traffic warning technology.

The TXI Study helps the auto industry identify problems with vehicles’ advanced technologies when they first enter the market. Then, they fix those problems before the technologies are widely available across brands. This improves future owners’ experiences with vehicles. The study complements J.D. Power’s Initial Quality Study and Automotive Performance, Execution and Layout Study.

Kristin Kolodge, the executive director of driver interaction and human machine interface research at J.D. Power, said: “The race never ends to develop must have vehicle technologies. New technology continues to be a primary factor in the vehicle purchase decision. However, it’s critical for automakers to offer features that owners find intuitive and reliable. The user experience plays a major role in whether an owner will use the technology on a regular basis or abandon it and feel like they wasted their money.”

2020 Chevrolet Camaro Blue

Cadillac and Chevrolet also ranked second in their segments in J.D. Power’s 2020 Customer Service Index (CSI) Study. It measured how satisfied owners and lessees of 2017 to 2019 model-year vehicles were with maintenance or repair work from franchised car dealerships or independent service facilities. The study also ranked the highest-performing automotive brands sold in the U.S. on a 1,000-point scale, just like ITX Study.

Cadillac tied with Porsche for second in the luxury segment with 882 points. Chevrolet was second in the mass market segment with 852 points. The rankings are based on scores from five different parts of vehicle owner service experience – service quality, initiation, advisor and facility, and vehicle pick-up. The study says overall service satisfaction drops 155 points among luxury vehicle owners and 141 points among mass market vehicle owners when parts are unavailable.

Chris Sutton, the vice president of the U.S. automotive retail practice at J.D. Power, said: “Several long-term challenges lie ahed for the service business aside from supply issues. With vehicles requiring less frequent maintenance and owners driving fewer miles – thus, stretching out the time between service visits – dealers need to do everything they can to keep satisfaction moving in a positive direction.”

Sutton also said: “Retaining customers as vehicles age and warranties expire is key for dealers, especially as the sales market slows. Simple things like returning a vehicle to the customer cleaner than when it was brought in can increase satisfaction scores by 31 points, and dealers do this less than half the time. There’s no time to slack on delivering what customers expect if service departments are to continue to compromise a large percentage of dealership profitability.”

2020 Cadillac Escalade Front

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