Audi service secrets: Fast fixes and goodwill repairs

What has gone right for Audi? Lots of things, of course, but Peter Donnellan has his own explanation: customer service.

The last time Audi reported a monthly sales decline, it ranked No. 12 in J.D. Power and Associates’ annual Customer Service Index Study, far behind most other premium brands. In the previous year, 2008, Audi ranked 19th.