As a result of all initiatives under the Parcel Delivery Experience Transformation team, the business has seen $1.7m in operational cost reduction, NPS increase of 27% and project payback in year 0
InMoment collaborated with Hyundai to develop a core group of service experience metrics. Hyundai discovered that the strongest driver of both good and poor experiences for customers is in-store staff. With this insight, Hyundai established corporate behaviour guidelines and training to ensure every encounter is “friendly, helpful, and efficient.”
The surveys so far have given us incredible results and fast tracked the relevant insights that were meaningful for us. At the same time, InMoment has focused on building the right case management program for us and really supported us along the way. And we’re constantly tweaking our program now to ensure we’re recovering customers, engaging people and turning them from a passive into a promoter.
"TTI has seen several early CX wins surface in the last six months alone. The business has expanded the closed-loop team, and has seen CX engagement across the business."
"nib New Zealand recognises that its CX program is constantly changing and evolving, but the program has already had significant impact. Over the last four years, the business has seen a strong increase in NPS as well as a 6% churn reduction."
Roe Baluyut, nib New Zealand's Manager of Customer Experience
Success with VoC comes from a corporate culture that encourages each customer channel to feel true ownership of their customer experiences and uses VoC to problem solve in a way that makes a genuine impact to the business’s bottom line.
Shalvina Govind, Voice of Customer Specialist, Synergy
Time-saving isn’t the only ROI. The NRMA has greater executive buy-in thanks to the easy-to-use dashboards, and spotlighted business units have enjoyed a bump in customer scores. There has been month-on-month NPS improvement for eight consecutive months for a number of car servicing stores. The majority of Thrifty Australia outlets have shown noticeable year-on-year improvements in NPS, and roadside assistance service has a +78 touchpoint.
"Jemena is delighted to be partnering with inMoment to enhance our voice of the customer program. One of Jemena’s core values is to consider customers in everything we do, and the capabilities of the InMoment solution will empower us to fully understand what matters to our customers and how to serve them best."
Kate Hawke, Jemena’s Group Marketing Manager
"Text analytics has been instrumental in helping Medibank employees across the business to stay on the same page through unified data and visibility displayed through customised dashboards."
Nathan Chung, Service NPS and Voice of Customer Team Manager, Medibank
We use InMoment as an example throughout our organization of an invaluable global partner relationship that goes beyond what we would expect from a vendor. Our InMoment team is as passionate about elevating our brand and our consumer experiences as we are.”
