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Koala Chooses Qualtrics CoreXM to Guide Expansion Plans

Last updated:  December 9, 2020

Insights inform company’s go-to-market strategies and offshore expansion

SYDNEY, Dec. 10, 2020 – Qualtrics, the leader in customer experience (CX) and creator of the experience management (XM) category, today announced that leading Australian online mattress and furniture retailer, Koala, is using Qualtrics CoreXM to unlock critical market insights that support and guide the company’s growing operations.

Koala is using Qualtrics CoreXM to gain new insights across its brand and products – including concept ideation and testing, product development, and ad-campaign testing – to optimise its go-to-market strategies and inform its product, brand, and customer experience. Insights captured by the platform are also being used to inform the company’s offshore growth plans. 

The direct-to-consumer retailer is partnering with Qualtrics Research Services to expand the value and reach of the insights being collected. With access to more than 90million panellists across the globe, the dedicated team of Qualtrics research experts ensure Koala’s studies deliver the information it needs to make smart and fast decisions to continue to provide the best products and services for its customers.

“To fuel Koala’s continued growth globally it’s crucial we use insights to unlock the full value of the marketing spectrum, such as TV and out of home, and personalise it for each country. Qualtrics CoreXM gives us the ability and agility to find the information we need, and then make intelligent decisions confidently, efficiently, and at scale. Within 24 hours of going live on the platform Koala was able to see a return on its Qualtrics investment, with the support and services delivered helping provide the framework we need to build an insights-led business,” said Peter Sloterdyk, Chief Marketing Officer, Koala.

“Having full autonomy of your listening programs is paramount to ensure you can have the always-on market insights needed to operate at the speed markets and consumers demand today. Intelligent listening tools and services like Qualtrics CoreXM and Research Services allow businesses to cost-effectively and efficiently scale and manage such programs, as well as delivering real time insights helping businesses design their products, services, and brands with precision and confidence. Koala is seeing immediate results from its investment in Qualtrics, and we are proud to support the company on its growing success,” Lisa Khatri, Research and Brand Experience Lead for Asia Pacific and Japan, Qualtrics.

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About Koala:

Inspired by the modern Australian lifestyle, in all its sun-drenched, laid-back glory, Koala is here to shake up the furniture industry with their ‘no worries’ approach. We have created an entire, award-winning furniture range that has everything you need to refresh your home. The Koala Bedroom Range has your sleep space sorted – from Australia’s highest-rated mattress, the Good Design Award-winning Timber Bed Base, our Cool-Gel injected memory foam pillows and TENCEL Eucalyptus-fibre sheets. The Koala Living Room Range takes Koala’s comfort and quality into the lounge – with our new range of ultra-comfy Sofas and Sofa Bed and our zero-tool, fast assembly Bookshelves and TV Units with sustainable timber. That simple phrase ‘no worries’ drives everything we do; from things like free and fast delivery and our 120-night risk-free trial on all products; to Aussie designed furniture, built to last. We believe in reversing environmental trends and leaving our Earth in better nick than we found it, that’s why we constantly improve the environmental footprint of our materials and business practices. Koala believes in improving habitats inside and outside the home; we are the only Australian furniture retailer certified by 1% for the Planet, which means we give away one percent of gross sales annually for the good of the planet, people and animals. Koala is extremely passionate about giving back having donated over $2 million to charities in Australia since day dot in 2015 – this includes our ongoing partnership with WWF-Australia, donating over $1.3million since 2017 to help koalas, green sea turtles and glossy black-cockatoos. 

 About Qualtrics 

Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business––customer, employee, product, and brand. Over 12,000 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)––the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. To learn more, please visit