Text analytics revealed that Indiana Farmers Insurance customers (detractors) were leaving at twice the rate of both passive customers or promoters. The plan to move the detractors over to passives or promoters using InMoment’s case management solution helped it retain more guests (specifically detractors) and tied its NPS score to business metrics by taking its high 30-range score to a score in the 50s.
- NPS increased 20 points after initial wave of CX efforts
- Informed intelligence and case management helped retain detractors which were leaving at twice the rate of other customers
- Supplemented team knowledge with InMoment market research and customer experience expertise