How CX Lavender designed and engineered a national quality management system that gave Audi confidence that every vehicle, in every dealership, is serviced to Audi’s exacting standards.
THE CHALLENGE
A large part Audi's brand is defined by consistent delivery of exacting quality
Audi’s service experience plays a critical role in customer trust, loyalty and lifetime value.
Delivering the same high standard of vehicle servicing across a national dealer network, for each different vehicle mark – and, engaging service technicians, service managers and front-line staff – is inherently complex.
Audi’s challenge was to ensure service quality, efficiency and confidence were delivered consistently, for every vehicle, in every dealership.
THE OPPORTUNITY
Move quality from inspection to system design
Rather than relying on training, audits or post-service checks, Audi saw the opportunity to embed quality management directly into the servicing workflow itself.
The ambition was to create a checking system that:
- Guided teams through Audi-approved service standards.
- Was tailored to each Audi vehicle.Shifted perception from ‘points’ to tangible value.
- Reduced variability and rework.
- Increased efficiency without adding friction.
- Gave both service technicians and service managers confidence in service outcomes.
This required purpose-built software, delivered through a practical work tool.
The approach
Audi Q-Check. A bespoke service quality-management system
CX Lavender designed and engineered Audi Q-Check – a custom online system delivered primarily via sturdy workplace tablets.
The system:
- Embeds Audi’s service requirements for each unique vehicle and model, directly into daily servicing workflow.
- Supports service technicians with clear, guided checks for each service moment.
- Provides service managers with visibility and assurance over service quality.
- Connects technical execution with customer experience outcomes.
Q-Check was designed to support Audi service technicians: making it easier to get everything right, every time.
The outcome
Confident, efficient and consistent servicing
Audi Q-Check became a core operational system, delivering:
service quality across the Australian dealer network.
confidence for service teams and managers.
efficiency and reduced variability in servicing.
protection of Audi’s premium brand promise.
WHY IT MATTERED
When quality is built into the system, customers feel the difference
For Audi, vehicle servicing is not an operational detail, it is a continual requirement to grow and maintain customers happiness and passion for the brand.
By designing a scalable system into service management, Audi strengthened one of the most important moments in the vehicle ownership lifecycle.
Audi Q-Check demonstrates how experience design and engineering can work together to create operational systems that drive long-term customer value.
