VoC Isn’t Market Research

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.

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!

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

"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

"InMoment is not just a software for us, they are our CX partners and extension to our CX team at TTI ANZ."

Abby Singh, VOC Lead, TTI Inc

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.”