The J.D. Power and Associates Customer Service Index revealed an interesting take customers have now on maintenance – the traditional Japanese brands have been bested by two General Motors brands.

With the study searching how satisfied are customers of 1 to 5-year-old vehicles of the service they received for their car, the 2014 Power CSI revealed that maintenance programs (free or prepaid) were very important, as north of two thirds of luxury car clients and almost 50% of the general model segment were at least partly covered by a program designed to help alleviate the cost of service and repairs.

“Maintenance packages—whether they’re complimentary or paid for by owners—create a long-term relationship between the customer and dealership, which, when coupled with satisfying service experiences during that period, can have a very positive impact on loyalty rates,” said Chris Sutton, senior director of the U.S. Automotive Retail Practice at J.D. Power.

Cadillac managed to win its luxury segment but also top the overall CSI study with a very high 872 (of 900 maximum points) score, also besting Audi, Lexus, Infiniti and Lincoln in the top five upscale zone.

The general segment was ruled by Buick, with 835 points, which was followed by Volkswagen, GMC, Mini, and Chevrolet, while the traditional leader, Toyota, only came sixth.


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