Audi tops customer service study

Audi was named the highest ranking premium car brand in the UK for customer satisfaction with servicing and maintenance provision in its retailer and authorised repairer network.

This is according to the 2019 JD Power Customer Service Index Study.

The study, now in its fifth year, measures customer satisfaction with the service experience at a franchised dealer facility for maintenance or repair work.

A total of 6,759 drivers of vehicles of between one and three years of age provided feedback for the latest iteration, and were asked to grade their service facility against five key measures, from their experience at the point of initiation of the service booking through to the vehicle pick-up and then on to the quality of the service, the standard of the facilities and the performance of the service advisor.

Audi achieved a total score of 815 points, an improvement of 23 points over 2018 which was sufficient to propel it not only to the front of the premium brand pack, but also the entire automotive industry ranking.  

Head of Service and Parts for Audi UK Stefan Wyatt said, ‘I am enormously proud of our performance in this study – it’s testament to the efficacy of the new operating practices and technological advances we have put in place as part of our new, more flexible Service Core Process programme, and to the professionalism and diligence of our network service teams who have supported and brought to life its various initiatives.’