About Us

Case Studies

Case studies from B2B leaders we have worked with — how they built their customer experience programs and the results they achieved.

FleetPartners case study hero image

Fleet management

[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.

Read case study
Boardroom illustration for CyberCX case study

Cyber security

[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.

Read case study
AccessPay NPS trend chart

Financial services

[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.

Read case study
Zip Water UK NPS trend chart

Manufacturing

[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.

Read case study
Sharing customer feedback transparently

Financial services

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.

Read case study
TGI Fridays — Carlson Restaurants Net Promoter Score case study

Hospitality

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.

Read case study