We really see customer experience, or as we refer to it, Member experience, as our competitive advantage, without a good Member experience I don’t know how you can be successful. We know that being able to listen to their perceptions in real-time was critical if we were going to stay competitive.

We wanted to move to a solution that would deliver more data, more timely feedback and more actionable insights.

By delivering great experiences each and every time our customers visit our stores or our website, we can make sure they keep coming back to Matalan.

Orange Leaf and our franchisees are committed to serving and taking care of people, our VoC program allows us to understand whether we’re delivering on our brand promise of providing a top-notch experience to our customers and gives us the tools to continuously improve.

We’ve always been a guest-centric company, and are constantly looking for new ways to understand and serve guests better. InMoment’s technology is enabling us to listen to our guests and take action in ways we never could before.

We were getting great customer feedback through InMoment’s VoC program and wanted to promote the experiences our customers were having. The ability to be open and transparent using OpenTell helps us create a relationship of trust with our customers. Infrequent reviews on sites like Yelp and Google cause customer feedback to go stale and don’t provide an accurate representation of Costa Vida. They tend to focus on acting like a complaint line, rather than a fair review of the restaurant. OpenTell’s higher volume and frequency of reviews allows us to share a more accurate story of the Costa Vida experience.

Partnering with InMoment and benefiting from their vast experience in this field has enabled us to put patients at the heart of our decision-making. The insights we are capturing from listening to patients is empowering us to make important decisions on how we run the business everyday.

We wanted to develop a strong and transparent relationship with our customers. InMoment helped us do that with OpenTell. The high volume of reviews our customers shared with us, and the unfiltered manner in which they were displayed, gave an accurate representation of each location’s performance. We simply weren’t getting these kinds of results on other review sites.

The thinking behind the new programme came from wanting our patients to feel that Surrey and Sussex Healthcare NHS Trust is at the heart of their community and that we welcome their ideas to help us improve. We wanted to move past static measures of performance to a more caring solution that gauges our patients’ experience and, most importantly, enables us to take actions based upon their views. We want our patients to know that we listen to their feedback and action operational changes so that next time we exceed their expectations.

H.H. Gregg partnered with InMoment to make its customer surveys more actionable. As a result, H.H. Gregg improved its survey scores by 5% since 2014, satisfaction scores for in-store pick-up have nearly doubled since 2014 and highly satisfied customers are 18% more likely to make another purchase within the next 90 days.

InMoment's cloud-based platform provides features that we didn't have like text analytics and recommendation settings for social media. What its tool does is enable us to stay in touch with our customers and respond as an organization.