110 InMoment Testimonials

“Smartly segmented NPS data was a big win with InMoment. To have this customer data and feedback at the fingertips of every Salesforce user in our organization is HUGE!”

“Today, customer experience is the new brand, and winning requires data—the more, the better. And yet, identifying the right data to model, predict, and improve performance across all touch points is one of the toughest challenges facing cmos and marketers today.”

"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."

“We’re really appreciative of the way that New Zealanders have rallied behind their local couriers and specialists so that we can continue to partner with them, not only during this tough time, but in the future as well.”

“The goal behind the transformation plans is to get more closely aligned with the customer and understand the entire customer journey from the customer’s perspective, feeling what they feel and thinking what they think. Only then are we able to implement the improvements necessary to better meet our customers’ requirements.”

“We discovered that when the customers develop into ‘promoters’ we see a factor x2 on growth compared to the average customers. If we can increase our customer loyalty by just 10%, it will generate significant additional turnover.”

“We have received very positive feedback internally from our frontline teams. Based upon the reports they are now seeing, they feel they can now better operate and see what exactly needs to be done. The ease of use and self- explanatory characteristic of the platform and reporting is an often stated employee highlight. In addition to the measurable improvements, the project has proven to have a positive eff ect on in-house working relations. The international teams now have a shared point of reference when it comes to discussing customer experiences.”

“Being able to see feedback in real time and react immediately is what makes this such a strong tool. Individual account owners have now received a toolbox for getting more or less dissatisfied customers back in a more pro-active communication process, not only helping them to solve their issue, but at the same time increase customer retention. With the tool in place DSV has seen an increased number in customer conversations. We are delighted that we are able to increase customer engagement for DSV and as result providing them with opportunities to grow their business with them.”

"We use InMoment as an example throughout our organization of an invaluable global partner relationship that goes beyond what we would expect from a vendor. Our InMoment team is as passionate about elevating our brand and our consumer experiences as we are.”

“With the support of InMoment’s team and their platform, we were able to set up a comprehensive yet easy to use survey and reporting tool. In a matter of seconds, the tool derives the characteristics associated with customer satisfaction and product quality, enabling us to identify areas for organisational improvements and as a result CX improvements.”

“With the introduction of the [InMoment] platform, we see a closer cooperation and an alignment of the customer service culture of our service centers.”

“InMoment is a software and market research company with extensive experience in optimising customer service. Thanks to their expertise and experience management platform, we have created a foundation to translate feedback data into actionable measurements that can improve our efficiency and effectiveness where it matters most to our customers. This leads to a new way of working for Sky CS.“

“Our previous VoC program took six weeks to get data and reports to us, so we were always reviewing old information. Now, we’re able to make our data immediately actionable because we see it within a couple hours in the platform.”

“The Voice of the Customer is changing how we listen, not only to our agents and policyholders, but also to our associates. In the future, it will dictate the investments we make in our people, the services we offer, and our long-term focus.”

“We’re getting additional insights with text analytics that show how satisfied customers are with the claims process, not just how easy it was. The SmartProbe technology is an effective way to encourage more detailed responses in our surveys.”