Erik
August 27th, 2004, 15:58
J.D. Power and Associates Customer Service Index Study
In the latest J.D. Power and Associates 2004 Customer Service Index (CSI) StudySM, Audi ranked as the leading German luxury car manufacturer.
Audi was tied for the largest index score improvement and was recognized for improved ratings for both maintenance and repair customers, particularly in the consideration of a customer’s time, the amount of time waiting to speak to a service advisor and the time it took to get the vehicle after service.
The study measures customer satisfaction among new-vehicle owners with the dealer service department during the first three years of vehicle ownership. This typically represents the majority of the vehicle warranty period. Overall satisfaction is based on six service categories: initiating service, service advisor, in-dealership experience, service delivery, service quality, and user-friendly service.
The 2004 CSI Study is based on responses from more than 97,000 new-vehicle owners and lessees.
In the latest J.D. Power and Associates 2004 Customer Service Index (CSI) StudySM, Audi ranked as the leading German luxury car manufacturer.
Audi was tied for the largest index score improvement and was recognized for improved ratings for both maintenance and repair customers, particularly in the consideration of a customer’s time, the amount of time waiting to speak to a service advisor and the time it took to get the vehicle after service.
The study measures customer satisfaction among new-vehicle owners with the dealer service department during the first three years of vehicle ownership. This typically represents the majority of the vehicle warranty period. Overall satisfaction is based on six service categories: initiating service, service advisor, in-dealership experience, service delivery, service quality, and user-friendly service.
The 2004 CSI Study is based on responses from more than 97,000 new-vehicle owners and lessees.