The NRMA: Driving High-Impact Member Experience

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.


  • 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

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