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J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.

Buick Cascada will start at $33,990

The Buick Cascada goes on sale early next year, bringing open-air motoring to the brand in the US for the first time in 25 years, and you'll need $33,990 to buy the standard model. Notice there's no asterisk after that price in the headline, because $33,990 includes the destination charge. Buick compares this convertible with the $37,525 Audi A3 droptop, noting that the 200-horsepower Cascada has 30 more hp, navigation and heated front seats as standard, eight-way power seats instead of four-way, 20-inch wheels instead of 17-inchers, and a heated steering wheel. The Cascada in Premium trim will run $36,990 and add forward collision alert and lane departure warning, auto headlights, park assist front and back, rain-sensing wipers, and two air deflectors. Quite a few of you have commented that it would be great if Buick could price the Cascada where the defunct Chrysler 200 Convertible used to live, and it's in the neighborhood. The 2014 200 S convertible was the top of the line in the model's last year, came with a 283-hp, 3.6-liter V6, and started at $33,445 before destination. It lacked the features, refinement, and looks of the Cascada, and that thirsty V6 got you gas mileage of 14 highway, 21 city. The soon-to-depart Volkswagen Eos, which also comes up frequently in Comments, starts at $32,860 after destination. If Buick kept the suspension tuning engaging, this could be really good. There's a press release below with more info. Your browser does not support iframes. Buick Cascada Priced at $33,990 Well-equipped convertible offers high levels of standard content, technology DETROIT, 2015-09-23 – The top-down driving experience of the 2016 Cascada – Buick's first convertible offered in the United States in 25 years – is priced at $33,990. When it goes on sale early next year, the Cascada will offer more standard content, a more powerful standard engine and a lower starting price than the Audi A3 Cabriolet. "Cascada expands Buick's lineup with a uniquely fun and personal driving experience," said Duncan Aldred, vice president of Buick. "With a lower price than key competitors, it also promises to shake up the segment – and look good doing it." The 2016 Cascada – designed from the ground up as a convertible – comes well-equipped in a 2+2 configuration, with room for four adults.

Buick, Lexus top J.D. Power survey, as vehicle service improves overall

Buick and Lexus returned to their customary place atop J.D. Power's scorecard of satisfaction with dealership service departments. In the Customer Service Index Study, out Thursday, Buick scored 860 on a 1,000-point scale for mass-market brands and has topped this ranking in three of the past four years. Lexus topped the list of luxury brands with a score of 874. Fiat and Land Rover were the bottom-dwellers in the two categories. Buick and Lexus also ranked highly in the research company's overall Vehicle Dependability Study rankings out recently. The customer experience at car dealerships has improved steadily, with the overall industry score rising in seven of the past eight years. And one statistic is particularly remarkable: 94 percent of customers say their car was fixed right the first time. The dominant area of difficulty in repairs seems to be infotainment systems. Only 80 percent of respondents said their stereo was fixed right the first time. And in last month's Vehicle Dependability Study, J.D. Power reported that infotainment systems were the most commonly reported vehicle issue, accounting for 22 percent of all problems reported, up 2 percent from the previous year. J.D. Power surveyed 70,000 customers for the Customer Service Index Study. For the Vehicle Dependability Study, it surveyed 35,186 first owners of 2014 model-year vehicles after three years of ownership. Below are charts for both the current study and the complementary overall brand dependability survey. Related video: