Audi achieves best ranking in its history for J.D. Power Customer Service Index Study
– Audi rose to second place among all luxury brands by posting a 22 point gain from its 2013 CSI score
– Since 2011, Audi has improved by 74 points and 8 positions within the luxury segment
– The CSI Study measures overall satisfaction with the vehicle service experience among owners of 2009-2013 model vehicles
HERNDON, Va. – Audi of America placed second among all other automotive luxury brands in the 2014 J.D. Power Customer Service Index (CSI). The CSI study is a leading indicator of how customers view their vehicle service experience within the first three years of ownership.
Audi improved by 22 points over last year with a score of 868, which stands well above the luxury average. Since 2011, Audi has improved by 74 points and 8 positions in the segment rankings.
According to the J.D. Power results, Audi made improvements across all areas of the study. The most improved areas in particular were Service Quality and Service Initiation. Audi tied for the highest score in the Service Advisor area and ranked first overall in the luxury segment in Service Quality. The overall increase in results for Audi was primarily driven by Maintenance customers (78% of total respondents), which were up 24 points. Dealer Service Satisfaction was ranked second among Maintenance customers, and increased 11 points to rank third among Repair customers.
The 2014 CSI Study is designed to provide manufacturers with an objective assessment of customers’ satisfaction with dealer service during the first three years of vehicle ownership, which typically is representative of the warranty period. This study also examines additional service concepts – such as the variation in satisfaction among maintenance and repair customers, dealer and non-dealer service facility usage and loyalty, and Key Performance Indicators (KPIs) – that designate the highest performers in the industry.