Customer Experience Case Studies
Showcasing Success: Transformative Case Studies in Customer Experience, Net Promoter Score and Customer Feedback
[Case Study] Revving up Customer Experience: FleetPartners Transforming at Speed
FleetPartners is a leading provider of vehicle leasing, fleet management, heavy commercial vehicles, Salary Packaging and Novated Leasing. The organisation focuses on delivering exceptional customer experiences and have recently made significant changes to transform and further improve their Customer Experience (CX) approach.
In this case study, FleetPartners Head of Customer Experience, Mr Joe Mittiga, and Customer Experience Manager, Mr Adam Dalzell, discuss the initiatives that have led to the recent success.
[Case Study] Transforming the Digital Frontier - CyberCX’s Successful Customer Experience Program
CyberCX is the leading provider of professional cyber security and cloud services across Australia and New Zealand. Formed in 2019, CyberCX brought together 12 of Australia’s independent cybersecurity brands and has been growing rapidly ever since.
In this case study, Tom Allan (COO) and Anita Chai (NPS Program Manager) at CyberCX share insights on how they successfully launched a robust, valuable, and profitable customer experience (CX) program using NPS (Net Promoter Score) and CustomerGauge.
[Case Study] How AccessPay Lifted NPS from 15 to 50 in 2 Years
AccessPay is part of the listed company SmartGroup.
In December of 2019 the NPS for the group was 15. Mark Valana started in his new role as Customer Service Manager in September 2020.
Through consistent focus, individual and team action learn how he has lifted the score to 53, as of Q1 in 2022.
[Case Study] How Zip Water UK Lifted NPS from 5 to 73
In just three years Zip Water UK dramatically lifted their NPS from +2 to +73 by driving customer experience culture and relentlessly finding and correcting root cause issues for their customers.
In this case study we examine the reproducible steps and approaches they took to drive that change.
How Iron Mountain Doubled NPSⓇ Survey Response Rates
Iron Mountain doubled their NPS survey response rates with two simple changes to their survey invite.
In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall.
[Case Study] Net Promoter Score®: How Much and How Fast You Can Improve
This series of case studies provides NPS benchmarks on how much and how quickly companies can improve their score.
Manheim has excelled in driving positive business improvement based on the insights uncovered from their NPS data.
In just 18 months they have implemented 67 separate business improvement projects and have another 43 in progress. That’s 110 projects in just 18 months!
Net Promoter Score® Case Studies With Links to Business Value
Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.
This is a summary of NPS case of case studies and references that are public domain to provide business case support for new projects.
Data Analysis Showing NPS® 1.5x More sensitive than CSAT
Analysis of Net Promoter Score® data at, then client, nib health funds, indicates that NPS is almost three times more sensitive at predicting customer churn than customer satisfaction. In addition, Detractors are 1.5 times more likely to terminate than Promoters.
How to Transparently Share Customer Feedback [nib and MYOB]
The idea of openly and transparently sharing live customer feedback often causes concern at all levels of the organisation.
However, implemented sensibly, complete transparency of customer feedback can be a key plank in the success of your transactional customer feedback process.
In this post two clients examine what you need to do to ensure success when sharing this information.
Carlson Restaurants Share Four Big Insights on Net Promoter Success
Carlson Restaurants operate some 900 restaurants globally and over the last few years have driven immense value from the Net Promoter process in the US. You may not immediately know the Carlson name but if you live in or have visited the US you will probably have spent time in one of their well-known TGI Fridays locations, I know I have.
Their Vice President Business Planning at Carlson Restaurants Worldwide sat down with me to discuss how the organization has driven success in its business with the Net Promoter approach.
One year after the implementation of their Net Promotor Program, WKAP has changed the way they do business for the better, with a clear positive impact on employee interactions, customer satisfaction, and product development.
The correlation between NPS and Growth [Wolters Kluwer Asia Pacific]
In this video, Wolters Kluwer Asia Pacific staff, including the CFO/COO, discuss the links they have uncovered between Net Promoter Score data and key business metrics.
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