Alliance Manchester Business School client, Audi UK, has been ranked top among premium car brands for customer satisfaction in this year’s J.D. Power Customer Service Index Study.
The study, now in its fifth year, measures customer satisfaction with their service experience at a franchised dealer facility for maintenance or repair work among owners and lessees of 1- to 3-year-old vehicles. The study explores customer satisfaction with their service facility by examining service quality; service initiation; service advisor; vehicle pick-up; and service facility.
A 23-point improvement from 2018 sees Audi UK move from seventh to top position in the 2019 table. At the end of last year, Audi UK announced that it was implementing a new leadership and change management programme across its dealer network called Audi LEAD, which is designed and taught by Alliance Manchester Business School.
The bespoke leadership programme has been created to tackle real issues Audi Centres are facing right now - by developing its leadership teams to remain agile and open to industry change; whilst supporting their teams to continue delivering the premium experiences Audi customers expect.
By assessing the challenges faced at three levels – business, personal and team leadership - the programme equips the Audi network with the skills to effectively manage change, innovate and lead others so that they remain competitive in the market.
In addition to the taught sessions delegates are aided by personal coaching and have the opportunity to put their learnings directly into action through their own business challenge - yielding immediate results for the Centre and preparing it for the future.
