XM Knowledge Base
Tetra Pak + Qualtrics
How the world’s leading food packaging brand got 300% faster at doing research
Tetra Pak achieved
300%
faster with customer surveys now taking just 2 minutes to complete
55%
response rate from 1,000+ customers in the first 12 months
48 Hours
follow up time with detractors - compared to 15 days previously
Overview
Customer experience is a huge driver for Tetra-Pak’s success and customer satisfaction surveys had been a mainstay of the business for 15 years. But it took too long to go from customer responses to actionable insights, so they knew there was room for improvement.
HOW TETRA PAK CLOSED THE EXPERIENCE GAP
FASTER, MORE USER-FRIENDLY SURVEYS
Previous Tetra-Pak customer surveys contained up to 48 questions and took an average of 7 minutes to complete. They cut the surveys to just 8 questions and moved to a mobile friendly interface, making them much easier for customers.
INSIGHTS THAT REFLECT REAL EXPERIENCES
Teams at every level and in every function have role-based dashboards so they see the feedback that matters most to them, allowing them to react faster to customer insights.
DETAILED DATA WHERE IT MATTERS
Staff can now drill down into data effortlessly to focus on a specific cluster and market, using a simple and intuitive system that doesn’t break their flow of concentration.
CLOSING THE LOOP AT SCALE
Previously it took up to 15 days to follow up with customers. With Qualtrics, Tetra Pak are able to close the loop faster and now aim to follow up with 100% of detractors and 25% of promoters within 48 hours.
WHY QUALTRICS?
EVERYONE’S A STATS EXPERT
Powerful statistical analysis at the click of a button through Qualtrics iQ turns customer experience data into plain language statements.
THE RIGHT INSIGHTS, TO THE RIGHT PEOPLE
Through role-based dashboards, team members can focus on areas where they can have the greatest impact on the customer experience.
COMPLETE FLEXIBILITY
The team has freedom to create new surveys and adapt question types and flows on the fly, to ensure high-quality data and a better user experience.
BEST IN CLASS SUPPORT
24/7 support from Qualtrics ensures queries are picked up fast, helping everyone in the team get the most from the platform.
We not only have results, we have actionable insights and precise analytics that allow us to focus on what matters most.
It’s much easier to implement, a better experience for our customers and there's outstanding support to help us make the most of our program.
Tetra Pak is a leader in the field of food packaging and processing, with a mission to make food safe and available everywhere. Its iconic cartons, first developed in the 1940s, are widely used all over the world. Tetra Pak packaging is known for its tough structure, ease of opening and ability to keep food fresh and tasty. The company’s expertise also includes processing solutions and equipment for the food industry.
www.tetrapak.comIndustry
Packaging
Region
Global
Company Size
Large