Hankook Tire & Technology (Hankook Tire) announced today that its affiliated tire distribution brand, JAX Tyres & Auto, has been awarded ‘Customer Experience of the Year’ at The Australian Retailer Awards 2023. This event selects and awards excellent brands that have provided the best customer experience throughout the year in Australia and New Zealand. JAX was recognized for its customer-centric service innovation based on clear Key Performance Indicators and business frameworks.
Following Hankook Tire’s acquisition of JAX Tyres in 2017, the company applied its unique innovative franchise system to its distribution network, which has enabled the provision of various customer convenience-oriented services. JAX Tyres & Auto has established itself as a local premium tire and service retailer specialist brand with differentiated services such as providing real-time online tire and vehicle servicing information, installing tires at stores designated by customers, and checking tire mounting images through a simulation system.
JAX Tyres & Auto’s transparent and customer-friendly interior design in all of its physical stores, emulating luxury car dealerships, has set the standard for customer-centric service in the industry. The brand’s dedication to customer experience led premium service innovation is a good example for other brands to follow to enhance the customer experience and increase business profitability.
Professor Gary Mortimer, Queensland University of Technology, one of the panel judges of the award ceremony, said that JAX‘ submission, “notes the challenges of a franchised model in delivering a positive and consistent CX.”
Steve Grossrieder, CEO & Managing Director at JAX Tyres & Auto, added, “We are thrilled to be recognized for our commitment to providing exceptional customer experience. This award is a testament to the hard work and dedication of our team and our ability to innovate in a competitive market. We look forward to continue meeting the growing demand for premium tyre products and services while providing our customers with the best possible experience.”
Hankook Tire continues to strengthen its position as a leading global brand by establishing a distribution network for each major base around the world, including JAX Tyres & Auto in Australia and Reifen-Müller, Germany’s leading premium tire distributor.