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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.

Cadillac president de Nysschen says electrification coming 'across the spectrum'

We like to pick on new Cadillac president Johan de Nysschen for his insistence, many years ago, when he was president of Audi of America, that plug-in vehicles are for idiots. Listening to him give the keynote address at the Washington Auto Show today, you wouldn't know he ever said anything negative about an electric vehicle. Instead, he sounds something like a EV-angelist. De Nysschen said that Cadillac will be able to benefit from GM's considerable expertise in plug-in technology, which he said would be "applied across the spectrum of our portfolio." GM's electric committment will help in "making electrification commonplace." With the plug-in ELR already on the road, de Nysschen said that the company's next step in advancing powertrains will be the introduction of stop/start technology – which de Nysschen called an "important system to reduce fuel consumption and CO2 emissions" – into a Cadillac for the first time later this year. Without giving any specific details, de Nysschen said that Cadillac will introduce eight new models (not necessarily plug-ins) by the end of this decade, including five that "will take Cadillac into market segments where the brand is not even present today." These new vehicles will likely be much lighter than today's vehicles, de Nysschen said, because "weight reduction today is critical to automotive design, it helps to improve fuel efficiency and contributes to desireable vehicle dynamics." The key is to reduce weight without compromising safety or comfort and to use the right material – steel, aluminum, carbon fiber – in the right place at the right time. It was a not-so-subtle jab at Ford and its new aluminum F-150. "In the pursuit of weight reduction, some manufacturers have also opted for abandoning steel and have gone for an all-aluminum approach," he said. "At Cadillac, we believe that different materials each present particular advantages in specific applications. There is no single material that represents the optimum balance of the conflicting objectives of every single application." Related video:

Cadillac XT5 platform to underpin three-row crossover

Cadillac just launched the XT5 crossover to replace the SRX. But that's only the start. Speaking with Automotive News, Caddy president Johan de Nysschen confirmed that a new three-row crossover is also on the way. The seven-seater is based on a stretched version of the flexible platform underpinning the XT5, which we just drove recently. Taking that approach will give the luxury brand a larger crossover to pit against the likes of the Infiniti QX60, Audi Q7, and Volvo XC90 without having to develop one from scratch. It will also give buyers a more car-like alternative to the larger, truck-based Escalade. "It's one of the benefits of having this very flexible architecture. We can expand it, make it longer and wider. That gives us the ability to develop the car very quickly, as opposed to starting from scratch," de Nysschen told AN. "It's not running yet. It is a program request that we initiated with the engineers only last year. They are working at remarkable, record-breaking speed to get us the car." The new model would likely be called the XT7 and offer similar levels of equipment to the existing, smaller XT5. The existing mid-size model packs a 3.6-liter V6 mated to an eight-speed automatic transmission and comes in four trim levels. Related Video: