“We're really thankful for the agile way in which our account manager at InMoment has supported us as we’ve swiftly changed our focus. Alerts go out to our senior leadership and are regularly shared wider, and Salesforce case creation has meant that we get full transparency and the specialist can review the feedback and thank the respondent personally.”

"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

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.”

“InMoment helped us navigate our fatigue rules using the CX Workflow tool. The creative solution allowed us to preserve our existing process while maximising feedback from customers. As a result of CX Workflow, we were able to quickly and efficiently solve a technical problem.”

Nicola Legge, Bank of New Zealand’s Market Research Director