AUDI is planning to ditch the industry standard CSI (customer satisfaction index) and replace it with a new programme of dealer service assessment. Traditional CSI programmes have been based on customer questionnaires and market research, but critics claim they are inaccurate and can be easily massaged.

'The motor industry is still way behind other industries in terms of customer service,' said Len Hunt, Audi UK's managing director. 'We plan to replace CSI with a much more thorough, interactive scheme which will ensure that fleet, corporate and retail customers are getting the highest standards of service.'

Audi says it is changing the traditional structure of its dealerships, with a much greater emphasis on appointing enthusiasts to deal with customers.