Audi Achieves Greatest Improvement Among Luxury-brands in J.D. Power and Associates 2012 Customer Service Index Study
FYI: Audi Buyer's Guide
HERNDON, VA--March 21, 2012:
- Audi rose to sixth place among automotive luxury brands by posting a 34 point gain from its 2011 CSI score
- The CSI Study measures overall satisfaction with the vehicle service experience among owners of 2007 to 2011 model vehicles
Audi and its U.S. dealers showed the greatest improvement among luxury car brands in the influential J.D. Power and Associates Customer Service Index (CSI) Study(SM) for 2012.
The J.D. Power CSI study polled owners or lessees of 2007- to 2011-model vehicles on their overall satisfaction with their vehicle service experience. In the new study released today, the Audi score jumped 34 points from its 2011 score, enough to push the brand into sixth place overall from 13th place a year earlier. Audi also achieved the greatest year-over-year improvements among all luxury brands.
Audi of America recently created a new team that focuses on strategy and programs for improving customer experience and loyalty across the company. Led by Jeri Ward, the first-ever Director of Customer Experience at Audi of America, the group works with Audi after-sales, service, dealer network and individual dealerships to ensure that all Audi owners, shoppers and fans receive a differentiated customer experience.
"The rankings by J.D. Power and Associates show remarkable gains in Audi customer service and the brand's dedication to satisfy and delight our consumers," said Ward. "The gain seen this year reflects the efforts of our dealer partners, who directly deliver the service experience to our customers. In the coming years, our goal is to be ranked in the top three positions according to the CSI Study. We're continually making strides to innovate and refine our customers' experience."
The 2012 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. The study also examined 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 -- that designate the highest performance in the industry.
In 2011, Audi Customer Relations' Call Centers has been recognized by J.D. Power and Associates for providing "An Outstanding Customer Service Experience."