PRIORITIZING FAST INSIGHTS
While having a great product experience is part of a winning formula, it’s equally important to create a great customer experience.
Before Qualtrics, Volkswagen was monitoring the customer experience in Australia, but the insights
they were collecting weren’t timely enough to be useful for employees at their 104 dealerships. Insights were often being shared with dealer employees 3-4 months after they had been collected—if they were being shared at all. As a result, the insights weren’t inspiring action. Dealers needed real-time experience data in order to drive effective change.
ACCELERATING TO “WOW”
Qualtrics became the technology at the center of Volkswagen Group Australia’s new, comprehensive customer and employee experience management program, “Accelerate to Wow.” With a newfound ability to collect and distribute insights in real-time, and customizable dashboards and access, Volkswagen Group Australia could finally deliver actionable insights to dealers.
Having the ability to collect customer and employee feedback on the same platform revealed just how closely the customer and employee experience were intertwined: The ten dealers in Volkswagen’s Australian network with the greatest employee retention and advocacy also had the greatest proportion of customer promoters. Volkswagen Group Australia went to work closing experience gaps at dealerships across the country.
With the Accelerate to Wow program in place, dealers in Australia have seen their employees become more enthusiastic, and they’re taking pride in delivering an exceptional customer experience. Customers have responded with increased loyalty and advocacy. In the future, Volkswagen Group Australia will use Qualtrics to predict and deliver what customers expect from the customer experience at every touchpoint—buying, driving, and owning.