JAX Tyres is Australia’s largest independent tyre and underbody repair franchise, specialising in the sale and service of tyres, wheels, brakes and suspension.
Founded in Sydney in 1949, JAX operates through more than 80 franchised stores in Eastern Australia, employs more than 500 people and serves more than 60,000 customers every month.
Australians have an average of 3.1 connected devices, giving consumers the ability to purchase anything whenever and wherever they like – except for tyres.
Three quarters of JAX Tyres customers search online as their first point of call when looking for tyres, but the tyre industry and its consumers are largely disconnected. The purchasing journey starts, as most consumers now prefer, online – but ultimately ends in-store.
Jeff Board, CEO of JAX Tyres said, “We think the website is revolutionary – and we aren’t the only ones. We have had very positive feedback from all of our suppliers and our franchisees are very happy with the delivery of the platform and what it has meant to their business operations.
The incorporation of Salmat’s Voice of Customer solution has provided more accurate and intuitive customer feedback and has made the process of actually submitting feedback easier. We’ve already seen an increase in the quality and quantity of feedback from customers which is great. Not only that, it is also providing actionable insights into how we are performing against customer expectations, where we are doing well, and what areas we can improve upon.”