Jax Tyres & Auto Create an Award-Winning CX Transformation

InMoment collaborated with Hyundai to develop a core group of service experience metrics. Hyundai discovered that the strongest driver of both good and poor experiences for customers is in-store staff. With this insight, Hyundai established corporate behaviour guidelines and training to ensure every encounter is “friendly, helpful, and efficient.”

About three years ago, the NRMA teamed up with InMoment to start looking into its customers’ emotions for the first time. To get started, the CX team included more than 10 hard-coded emotion questions within member surveys asking both open-ended and ratings-based questions. This gave the business a solid foundation of comparison when beginning to use the emotions product in text analytics.

“InMoment got involved in our business and culture journey, designed an experience improvement plan, and really helped us understand what the franchisees needed to do better with their businesses."

Steve Grossreider, CEO of JAX Tyres & Auto