Case Study: BMW achieves 90% issue resolution within 5 days and a 23-point NPS increase with Qualtrics

Qualtrics helps us make every experience as good as our product experience

BMW, a global leader known for its "ultimate driving experience," faced falling repurchase and dealership service return rates and an outdated satisfaction program. To rebuild loyalty and make every interaction match its product promise, BMW needed a simpler, scalable way to capture and act on customer feedback across markets.

BMW deployed Qualtrics XM with a streamlined two-question survey (NPS + open text), advanced text analysis, integrations, and mobile dashboards, plus automated workflows and tickets that hold dealerships accountable for closing the loop. The program drove fast, consistent responses worldwide—90% of issues resolved within five days—helped boost repurchase and service-return rates and delivered a 23‑point NPS increase in the first nine months.

BMW

Craig Westbrook

Vice President