Case Study: Beaurepaires achieves a 13-point NPS lift and customer-centric transformation with inQuba

Beaurepaires - Customer Case Study

Beaurepaires, the Australian national tyre retail chain with 230 outlets owned by Goodyear, wanted to move from a workshop-focused culture to true customer centricity but lacked the collaborative tools and processes to guarantee consistent responses to customer enquiries. To address this gap they engaged Inquba and adopted Inquba’s real-time Customer Experience (CX) management solution to capture and act on customer feedback across the business.

Inquba’s platform was piloted in five stores and then rolled out nationally, with survey questions aligned to Beaurepaires’ four-step sales process and real-time insights used to drive training, service recovery and manager engagement. The result was a measurable uplift in customer experience and culture: Net Promoter Score rose from 65 to 78, store managers became more engaged in responding to feedback, and the insights are now feeding improvements including ecommerce checkout experience—demonstrating clear business impact from Inquba’s solution.

Beaurepaires

Low Lewis

Vice President