T raditionally , there have been few things as frustrating as getting your car serviced . Most people don ’ t have the knowledge of what needs to be done on their vehicles , and unexpected charges often create the feeling of being ripped off – regardless of the truth of the matter .

After recognising this , Jax Tyres & Auto launched its ‘ customer connect ’ service : a program designed to bring the customer through the service process , and ensure that they understand and have ownership over what is happening to their car .

To begin with , customers can book in their vehicles for service online and once they arrive at the store , a Jax team member will walk them through the process . The customer will be informed of anything that is likely to be done , and if the potential for additional work emerges , the shop will contact them before executing it .

Following the service , customers are invited to deliver feedback so that road bumps can be ironed out .

According to Jax executive manager for customer experience Nicola Rose , the goal is to build long-lasting relationships with customers , which will lead to enhanced trust , as well as repeat business and referrals .

“ Customer centricity is ingrained in the DNA of the entire business ,” Rose explained to Inside Retail .

“ All partners , franchisees and their staff partake in ongoing training programs to understand an outside-in view of the new omnichannel customer . New employees [ also ] receive a copy of the customer journey framework in their employment contract ,” Rose said . So far , the results have been positive . Customers have reacted well to the process , and feedback shows they ’ re satisfied with the work being done . Jax ’ s Net Promoter Score reflects this , growing from 78 in FY18 to 86 in FY22 , while repeat business jumped from 58 to 85 per cent over the same period .

What the judges said : “[ Their ] framework , KPIs and an incentivisation plan are all great initiatives for a large business to drive CX improvements , while understanding the dynamics of their franchisor / franchisee structure . The results are clearly positive and appear to be able to last into the future .” — David Martin , national manager , retail and e-commerce , Commonwealth Bank

42 | www . insideretail . com . au May 2023

IRAU Quarterly MAY 2023 | Page 42

CX of the Year , medium to large business : Jax Tyres & Auto

CX of the Year , medium to large business : Jax Tyres & Auto

T raditionally , there have been few things as frustrating as getting your car serviced . Most people don ’ t have the knowledge of what needs to be done on their vehicles , and unexpected charges often create the feeling of being ripped off – regardless of the truth of the matter .