- Audi recognised as the top luxury brand in the J.D. Power 2019 Customer Service Index Australian study
- Sansom: "The next phase of growth for Audi starts now – and we can't wait to bring our customers along for the ride"
- Nikki Warburton and Steve Cloete take on new roles within the Audi Australia management structure
Zetland, 5 September, 2019 – The customer is closer-than-ever to the heart of the Audi Australia business, which is already delivering strong results for Audi in 2019.
The J.D. Power 2019 Customer Service Index study has named Audi as the top luxury brand, and second out of all brands surveyed, based on the results of customer responses across the first-half of 2019.
"This result is testament to the dedicated efforts of our entire company and dealer network," said Paul Sansom, Managing Director of Audi Australia.
"The J.D. Power survey is a well-respected global barometer of consumer sentiment, and we are delighted to hear that our owners rate their customer experience ahead of our competition.
"As an organisation, we have recentred our efforts on listening to and adapting to the expectations of the contemporary premium customer as a critical part of our strategy.
"The market is changing, and so are the goalposts of success for mobility into the future. We want to ensure we bring our products and services to Australia in a way that keeps Audi ahead of the curve, and the kind of recognition we have received in the recent J.D. Power survey echoes our own internal research – confirming we are on the right path."
The refocussing of the company around the customer recently incorporated the creation of two new roles within Audi Australia.
Nikki Warburton takes on the new role of Chief Customer & Marketing Officer, which now includes the Product Planning, Customer Experience and Digital Innovation, Marketing Communications, Corporate Communications and Experiential Marketing functions.
"I am thrilled to take on this broader responsibility, and I feel very energised by this incredible opportunity to drive our customer-centric agenda within our business," said Warburton.
"The new team brings together so many elements including the way we talk to customers, the way we interact with them and the way we offer them the very best products in the premium automotive market. The potential is very exciting."
Experienced international automotive executive Steve Cloete also commenced the new role of Sales & Network Development Director on September 1st. This integrates the functions of dealer network development, quality and sales, providing an agile alignment suited to the dynamic nature of the premium automotive market.
Cloete most recently steered the flagship Audi Centre Sydney dealership to the 2018 Major Metropolitan Dealer of the year award, following previous automotive experience in his native South Africa.
In July, Dutchman Wout Van Parys joined Audi Australia as Chief Financial Officer, replacing the incumbent Thomas Kressert, who returned to a role at AUDI AG. Experienced HR executive Sophia Bernard also joined the company earlier in the year in the role of Chief People Officer.
In announcing the new management structure, Paul Sansom said that customers are the true beneficiary of a more focused effort across the Audi Australia business.
"This realignment focusses our efforts on the people who rightfully deserve it – our customers," said Sansom.
"This recent reorganisation is an evolution of everything we've learned over the last few years, and aligns our team toward our common goal: exceptional customer experiences.
"Audi Australia are in excellent shape to take advantage of the incredible wave of new products we have arriving here in the next 12-18 months. We are very confident that the next phase of growth for Audi starts now – and we can't wait to bring our customers along for the ride," said Sansom.
– ENDS –
The Audi Group, with its brands Audi, Ducati and Lamborghini, is one of the most successful manufacturers of automobiles and motorcycles in the premium segment. It is present in more than 100 markets worldwide and produces at 18 locations in 13 countries. 100 percent subsidiaries of AUDI AG include Audi Sport GmbH (Neckarsulm), Automobili Lamborghini S.p.A. (Sant'Agata Bolognese, Italy) and Ducati Motor Holding S.p.A. (Bologna, Italy).
In 2018, the Audi Group delivered to customers about 1.812 million automobiles of the Audi brand, 5,750 sports cars of the Lamborghini brand and 53,004 motorcycles of the Ducati brand. In the 2018 fiscal year, AUDI AG achieved total revenue of €59.2 billion and an operating profit before special items of €4.7 billion. At present, approximately 90,000 people work for the company all over the world, more than 60,000 of them in Germany. Audi focuses on sustainable products and technologies for the future of mobility.