“Scores and surveys from drivers continue to be high and good. We’ve successfully decreased the amount of time it takes to resolve customer complaints. We’ve continued to improve our processes, and as a result, are winning a lot of new business in the marketplace. What we’re doing is being noticed …

“Many companies are only concerned about the trend line and are hesitant to change up survey questions. Business is not static; we need to be as dynamic in our consumer insights as our business needs us to be.”

“Our previous platform was a basic, predominately do-it-yourself, ad hoc survey tool that simply couldn’t scale to match our growing footprint—and ambition.”

“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 …

“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 …

"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 …

“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 …

“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.”