Launching a Voice of Franchisee Program That Benefits Your Business

Medibank was awarded the winner of "Best CX Transformation" after record-breaking service and NPS scores, an increase in market share, and a reduction in overall customer complaints!

"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

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

About three years ago, the NRMA teamed up with InMoment to start looking into its customers’ emotions for the first time. To get started, the CX team included more than 10 hard-coded emotion questions within member surveys asking both open-ended and ratings-based questions. This gave the business a solid foundation of comparison when beginning to use the emotions product in text analytics.