Skip to content
Subscriber Only

Continuum Redesigns Audi's Car Dealership Experience

Design firm Continuum says consumers don’t need better-looking products—they need to enjoy shopping for them
Continuum Redesigns Audi's Car Dealership Experience
Photograph by Peter Wynn Thompson/The New York Times/Redux

Audi has a problem. It isn’t sales; the cars practically sell themselves. The brand, stalled in the mid-1990s, is now the fastest-growing luxury automaker in the U.S. While still behind such peers as Lexus, Mercedes, and BMW in total unit sales domestically, Audi is coming off 24 straight record months. The trouble is, few drivers come back. Only 46 percent of Audi drivers buy another Audi, compared with other German imports who lure over 55 percent of their customers back.

In September, Audi of America President Scott Keogh began visiting dealers around the country, telling them he attributed the low numbers partly to the dealership experience, and that he wanted to focus on customer service. The dealerships ranked second to last in the U.S. Sales Satisfaction Index. Audis routinely win accolades for their seamlessly updated mapping and telematics packages, yet in car showrooms, young, affluent buyers entering a dealership have been greeted with a Bunn drip coffee machine and a crackling PA system. “We’re not satisfied with what the customer service experience is like in our retail environment. At dealers today, people encounter a lot of unknowns, a lot of waiting, bottlenecks,” says Mark Ramsey, the general manager of digital and retail marketing for Audi of America.