Over the last 12 months, Genroe has been privileged to work with nib health funds (one of Australia’s fastest growing health funds) to help them evolve their Net Promoter Score processes. In that time, we helped them implement CustomerGauge, an end to end, integrated, Net Promoter Score data collection, reporting, analysis and action system.
In the past, nib has allowed us to publish insightful information in two blog posts:
- New Insights: Net Promoter Score Vs Customer Satisfaction
- Proof: NPS® is much more sensitive than Customer Satisfaction
Now, the full story behind the successful NPS implementation process has been captured in a new case study: nib health funds: Checking Up On Customer Loyalty.
In this case study, nib offers more insights into the changes they have made using NPS insights: [Read more…]