TBD

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

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The first country to run an NPS survey,
kickstarting a move towards global consistency…

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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?

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2012
The NPS Programme
Switch to email surveys
• No more phone surveys
• Service recovery team in every country receiving detractor notifications

7. #QualtricsConverge

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2016
The NPS Programme
&

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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

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• Control
• Flexibility
• Ease of use & support
The countries wanted

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THE KICK OFF

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“Not hearing the Voice of the
customer for ANY period of time”
What does disaster look like?

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• Every country is different
• ‘Wave’ roll-out worked better than ‘big bang’
• Deal with timezones
• Separate project and tech leads
What we learned

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• 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…

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82.6%
Most importantly..

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Hot of the press…
Hot off the press… Safelite sign up to the Belron
NPS Programme with Qualtrics!

19. #QualtricsConverge

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Questions?