Audi Achieves No. 1 Spot in J.D. Power 2016 Customer Service Index

  • For the first time ever, Audi is named top performer among all
    automotive brands, including the premium segment
  • Audi ranked in the Top 3 for the third year in a row
  • Audi also ranked third highest in Gen Y Satisfaction among premium

HERNDON, Va.–(BUSINESS WIRE)–For the first time ever, Audi of America placed first among all other
automotive brands in the 2016 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.

After multiple years of steady and consistent improvements, Audi jumped
to 1st place from 3rd last year, with a gain of 9
points for a total score of 874, which stands above the luxury average.

“This is a milestone for the Audi brand in the U.S. and one that we’ve
been actively striving for,” said Peter Donnellan, Vice President of
After Sales, Audi of America. “Achieving the top spot is a testament to
the dedication of our dealers and their efforts to always improve and
excel in customer service. Audi will continue to focus on the owner
experience and ensure that every touchpoint is executed in a way that’s
relevant and meaningful to today’s consumer.”

According to the J.D. Power results, Audi made improvements across
multiple areas of the study, including Service Initiation, Service
Advisor, Service Quality and Vehicle Pick-Up. Year over year, customer
perception of amenities was more favorable, and significant improvement
was made in Quality and Initiation. The overall increase in results for
Audi was primarily driven by Maintenance (up 15 points, followed by
Repair (up 5 points); Audi scored first in both categories. Audi was
also ranked 3rd highest in Gen Y Satisfaction among Premium
Brands and Audi Service Advisors were rated the best in the industry.

The 2016 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.


Audi of America, Inc. and its U.S. dealers offer a full line of
German-engineered luxury vehicles. AUDI AG is among the most successful
luxury automotive brands globally. The Audi Group delivered over
1,800,000 vehicles to customers globally in 2015, and broke all-time
company sales records for the 6th straight year in the U.S. Through
2019, AUDI AG plans to invest about 24 billion euros – 70 percent of the
investment will flow into the development of new models and
technologies. Visit
for more information regarding Audi vehicles and business topics.


Audi of America Communications
Mark Clothier, +1 703-364-7489