BMW + Qualtrics
"Qualtrics helps us make every experience as good as our product experience."
of all issues resolved within 5 days
Increased repurchase and return service rates
point NPS increase in first nine months
BMW is one of the marquee names in motorsport history. Its highly sought-after vehicles provide an “ultimate driving experience” lauded by car and motorcycle enthusiasts worldwide.www.bmw.com
BMW’s reputation for driving performance in the automotive industry is second to none. But in the experience economy, you need more than one great experience to earn and keep loyal customers. BMW invested in Qualtrics XM to reengineer its CX program and drive increased repurchase and return service rates.
How do you create the ultimate customer experience for drivers?
BMW invested in Qualtrics XM to reengineer its CX program and drive increased repurchase and return service rates.
In 1985, BMW created of a global customer satisfaction program to ensure dealers were delivering on brand promises. After three decades, it was clear that the program was ineffective — repurchase rates and the number of owners returning to the dealership for service were both down.
In 2016, the program was reengineered in favor of a simplified, two question survey: a standard NPS score and an open text response asking why the customer gave that rating.
While BMW’s surveys are now simple to complete, it takes a full suite of tools to ensure that every voice is heard and that every feedback loop is closed to the customer’s satisfaction. Qualtrics XM provides the text analysis, integrations, and personalized, mobile-friendly dashboards needed to ensure that every leader in the organization is empowered to act on feedback.
Driving global outcomes
The Bottom Line
BMW is creating brand enthusiasts with every experience
VP, BMW of North America
The XM platform is the right technology to match our vision of making every experience as good as our product experience