The NRMA tasked InMoment to categorise feedback responses based on keywords, covering more than 140 categories. These drill down to six levels across 28 surveys – the most of any InMoment client worldwide! InMoment implemented streamlined, role-based dashboards and reports, which enabled the NRMA to efficiently visualise and communicate this data from across the organization to drive member-centricity.

The NRMA’s experience program has brought incredible results to the business. 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.

Summary:

• 78-point increase in roadside assistance NPS
• Number of customers who left after no first-day callback kept below 15 percent
• Improved dashboards, analytics, and reporting
• InMoment tech helps prove ROI and keep executive sponsors updated