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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.

2017 Cadillac XT5 cuts weight, adds room over SRX [UPDATE]

UPDATE: This post has been updated with a full set of official photos. Impressions on the interior and exterior have also been added. The attention of Cadillac fans may be focused on the new CT6 sedan, but the most important new vehicle in the New York-based company's quiver might be the all-new XT5. Cadillac officially unveiled the SRX replacement today ahead of its full debut in Los Angeles next week. Short for Crossover Touring 5, the new XT5 drops 278 pounds over the old SRX, while offering an extra 3.2 inches of interior space. The XT5's face balances the best parts of the Escalade and CT6's fascias, with a strong egg-crate grille and prominent LED accent lights. It looks good scaled to a vehicle of this size. The taillights curve up and over the rear haunches, which feed into a strong shoulder line that runs towards the front of the car. It's a solid look, and one we're looking forward to seeing in person. The interior looks very, very nice, with warm leather and wood trimmings. The steering wheel, with its large, central wood accent, looks remarkably good. In fact, it might be one of our favor parts, if only because it's such a bold piece of design. We aren't crazy about the sheer abundance of buttons on the wheel, though. All four spokes are covered, and it just looks kind of cluttered. As is the trend nowadays, the center console features a floating bridge design with plenty of storage space underneath. Our early impression of the leather-wrapped dash is positive, although as is so often the case, we need to get a hands on before rendering a final judgment. There are no major surprises under the hood. Like the current SRX, the XT5 utilizes the same 3.6-liter V6 as the CTS and ATS sedans. Start/stop has been fitted, which should provide a boost in fuel economy although no mileage figures have been published yet. Cadillac will also offer a standard 2.0-liter turbocharged four-cylinder XT5, although for reasons that aren't clear, it's only for the Chinese market. This seems like a misstep in our eyes, considering the XT5 will challenge the likes of the BMW X3, Audi Q5, and Mercedes-Benz GLC – all of which offer four-cylinder turbos. With the V6, the XT5 delivers 310 horsepower and 270 pound-feet of torque. While there's more total horsepower than the Lexus, Audi, or BMW, the 3.6 still faces a torque deficiency versus the turbocharged X3 xDrive35i or supercharged Audi V6. The XT5 has a standard eight-speed automatic transmission.

New Cadillac ELR ad more educational, less controversial than 'Poolside'

Cadillac's first TV commercial for its ELR plug-in hybrid, Poolside, was a smash hit, in that a lot of people saw and talked about it. The 60-second spot didn't say the car was a plug-in, took potshots at the work ethic of all non-Americans and has raked in over a million views on YouTube (you can add one more here). Caddy's new ELR video will get a lot less media attention, but that's exactly the point. Cadillac claims it was happy with the way actor Neil McDonough strutted his way into the controversial ELR discussion. This time around, though, the coupe gets promoted in a more traditional way: with information about the car and what it can do - you know, drive on electricity, capture braking energy into the battery, go further on gas power when needed, those kinds of things – courtesy of GM's executive chief engineer for electrified vehicles, Pam Fletcher. The tone of the video has not been changed because of the Poolside controversy. David Caldwell, manager of Cadillac communications, tells AutoblogGreen that the new video is not destined for TV and is completely different because it's meant for a different audience. "It doesn't have any direct relation to Poolside," he says. "TV advertising is not necessarily the heart of marketing something like the ELR. Notwithstanding the fact that we had a very thought-provoking ad [laughs]." "We definitely have a need to communicate what the ELR is" - Cadillac's David Caldwell The way you reach out to people via the web is different than the mass-media techniques used in spots like Poolside during big TV events (it aired during the Winter Olympics). The two video spots are different because you need to offer different information in different ways, for example having an ELR website as well as an iPad filled with ELR information at the dealership. For Cadillac, TV is "not going to be the predominant methodology," used to sell the ELR, Caldwell said, "the web is closer to what you need to do to reach people. We definitely have a need to communicate what the ELR is. It's not television advertising at all." Caldwell said a handful of other short videos similar to the new one will go live in the near future, showcasing design and powertrain aspects of the car. Keep an eye out for them – just don't look for them on TV. You can watch the new video below.