The Challenges of implementing a CX programme across the Belron International network of branches
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The document discusses the challenges of implementing a customer experience (CX) program across Belron International's network of branches in over 30 countries. Belron is a vehicle glass repair and replacement group with 25,600 employees. [1] In 2008, Belron began a global Net Promoter Score program with different systems in each country. [2] By 2009, the program saw a global rollout with centralized reporting and a lead in each country. [3] The program switched to email surveys in 2012 and included service recovery notifications for detractors.
The Challenges of implementing a CX programme across the Belron International network of branches
- 1. The Challenges of implementing a CX programme across the Belron International network of branches Jamie Carter, Digital & Innovative Technology Service Delivery Lead, Belron
- 2. #QualtricsConverge The world's leading vehicle glass repair and replacement group. Home to 25,600 employees, Belron operates across over 30 countries and 5 continents. Who are Belron?
- 3. #QualtricsConverge 2008 The NPS Programme 30different programs 30different countries
- 4. #QualtricsConverge The first country to run an NPS survey, kickstarting a move towards global consistency…
- 5. #QualtricsConverge 2009 The NPS Programme Global rollout • Top down reporting from Directors, through areas and regions, to branches • All surveying done over the phone and verbatim comments pinned up in branches and call centres • Centrally owned and supported with a programme lead in every country NPS score: 70% The result?
- 6. #QualtricsConverge 2012 The NPS Programme Switch to email surveys • No more phone surveys • Service recovery team in every country receiving detractor notifications
- 9. #QualtricsConverge We had a program to launch… In… 6 months To… 17 countries With… Bespoke reporting That’s… Centrally owned but LOCALLY supported Time for a challenge
- 10. #QualtricsConverge • Control • Flexibility • Ease of use & support The countries wanted
- 13. #QualtricsConverge “Not hearing the Voice of the customer for ANY period of time” What does disaster look like?
- 14. #QualtricsConverge • Every country is different • ‘Wave’ roll-out worked better than ‘big bang’ • Deal with timezones • Separate project and tech leads What we learned
- 15. #QualtricsConverge • To get the automation right you need to TEST, TEST & TEST AGAIN • Providing a seamless experience when linking to online review partners • Resourcing the project properly for a roll-out that works for every country The key challenges…
- 18. #QualtricsConverge Hot of the press… Hot off the press… Safelite sign up to the Belron NPS Programme with Qualtrics!