Case Study: Volkswagen Group Australia achieves increased customer loyalty and reduced employee churn with Qualtrics

Using Employee Experience to Improve CX

Volkswagen Group Australia, a national automotive brand with 104 dealerships, wanted to raise customer loyalty but found its customer and employee feedback arrived too late to drive action—often 3–4 months after collection. They needed a single platform to measure and improve employee and customer experience together so dealership teams could act on timely insights.

They implemented Qualtrics Experience Management and launched the "Accelerate to Wow" program, giving dealers real-time feedback and customizable dashboards. This revealed a strong link between employee engagement and customer promoters and led to reduced employee churn, higher dealer NPS, improved satisfaction rankings, more enthusiastic dealership teams, and increased customer loyalty and advocacy.

Volkswagen Group Australia

Jason Bradshaw

Chief Customer Officer