Case Study: Mitre 10 achieves a customer-obsessed culture with Qualtrics

Mitre 10 - Customer Case Study

Mitre 10 partnered with Qualtrics to strengthen its customer experience program and make insights more actionable across the business. The company wanted to move faster on customer feedback, connect voice-of-customer (VoC) data to transactions, and build a more customer-centric culture across stores and departments.

Qualtrics implemented a single source of truth for VoC, with closed-loop actioning, dashboards for every store, and access to rich customer insights across the organisation. As a result, Mitre 10 was able to identify root causes faster, improve service recovery, and embed customer obsession into daily operations through CX-focused KPIs and employee initiatives. The measurable impact was a faster operating rhythm and new opportunities to drive future customer experience by combining experience and operational data.

Mitre 10

Mark Vaughan

Head Of Customer Insights