General Motors' Customer Satisfaction Scores Zoom Upward In J.D. Power And Associates CSI Study

Overall Score Improves By 12 Index Points; All GM Brands Score Above Industry Average - Buick And Cadillac In Top 5

DETROIT - General Motors and its dealers are making significant strides in customer satisfaction, according to the J.D. Power and Associates 2004 Customer Satisfaction Index (CSI) StudySM released yesterday.

This year, all of GM's brands scored above industry average and GM's overall score went from 864 to 876, an improvement of 12 index points. Buick ranked second in the study, with a score of 909. (Buick also ranked in second place overall among all nameplates in the recently released 2004 J.D. Power and Associates Vehicle Dependability StudySM.) Two other GM brands were also among the top six brands recognized in the CSI study: Cadillac (904) and Saturn (901).

GM believes results like these show the company's ongoing improvements in vehicle quality, modifications to the pre-delivery inspection and delivery processes, and enhanced training for dealership sales consultants, service consultants and technicians are contributing to an overall satisfying customer experience.

"We're pleased that various external studies performed by J.D. Power and Associates and others confirm that the quality of GM products and services is continually improving," said John Smith, group vice president of North American Vehicle Sales, Service and Marketing.

"The 2004 J.D. Power and Associates Initial Quality StudySM showed that GM was making significant strides in improving its initial quality, while the 2004 J.D. Power and Associates

Vehicle Dependability StudySM showed that GM is making headway in improving its long-term quality. Now, the results of CSI study provide us with a 1-2-3 punch."

Commenting on Buick's performance in the study, CJ Fraleigh, general manager of Buick-Pontiac-GMC, said: "Recognition from J.D. Power and Associates is further evidence of how Buick dealers are helping to keep Buick healthy during a product transition that includes the addition of Rendezvous and Rainier. Now, dealers are well positioned to thrive on the growing portfolio of new products from Buick, including LaCrosse, Terraza and others. As we completely recast the Buick image over the next five years, our level of commitment to service will assist Buick in reassuming its rightful role as a contemporary, premium brand."

The study, based on responses from more than 97,000 new vehicle owners and lessees, measures customer satisfaction among new-vehicle owners with the dealer service department during the first three years of vehicle ownership, which typically represents the majority of the vehicle warranty period. Satisfaction is measured by six service categories: initiating service, service advisor, in-dealership experience, service delivery, service quality and user-friendly service.

General Motors Corp. , the world's largest vehicle manufacturer, employs about 325,000 people globally. Founded in 1908, GM has been the global