LIXIL + Qualtrics

Powered by Qualtrics CustomerXM and Qualtrics EmployeeXM, LIXIL has successfully digitised and achieved full control of the company’s employee and consumer engagement programs to unlock real-time insights.

Using EmployeeXM, the company is able to complete the entire employee engagement process in-house – from question setting through to distribution and analysis. This increased flexibility and capability has significantly increased operational efficiency, with the program now completed in weeks compared to 3 months previously.

This ability to listen to what matters and act in real-time has had an immediate impact, with LIXIL improving employee engagement by 10% in the project’s first 5 months.

The value of Qualtrics is today realized across LIXIL’s entire business in Japan, with insights guiding the company’s customer-first mindset. Meanwhile, CustomerXM has also been implemented in major showrooms in to provide in-depth, real-time analysis of consumer feedback.

Faced with an increasingly competitive market, LIXIL started using CustomerXM to improve the user experience. Currently used in LIXIL’s showrooms, the company is now considering rolling out Customer XM at other contact points with customers to help increase customer lifetime value and maximise return on investment.

Gathering and integrating multiple consumer insights on the single Qualtrics platform in real-time enables LIXIL to identify and deliver the services and communications customers want. The agile functionalities delivered by Qualtrics will help LIXIL develop tailored and differentiated products, services, and business models to achieve further differentiation.

Control to get the data you need

The simplicity and speed of the Qualtrics XM Platform is fostering a culture of action and improvement at LIXIL. Senior leaders are able to access and understand insights in real-time using the platform’s visual dashboards, while programs can be configured at scale to focus on immediate issues and concerns.

Rapid access to in-depth insights that can be analyzed to meet individual needs gives managers the control, functionality, and data needed to effectively manage their teams regardless of size.