Real-World Case Studies and Customer Success Stories with InMoment

InMoment used its advanced AI and NLP tools to help a global rental car brand find $34 million in potential revenue tied to pickup speed. The brand wanted to understand what drives customer satisfact...ion and the cost of poor experiences. InMoment analyzed surveys, social media, and competitor feedback to find that speed of service was the main issue. They used Reputation Management and Market Pulse studies to reveal hidden gaps and benchmark against competitors. The insights led to clear recommendations for improving customer experience and loyalty.
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Rural King enhanced customer experiences using InMoment's CX platform, leading to improved feedback, insights, and user satisfaction.

InMoment helped Discount Tire bring all customer data into one place. They set up dashboards for each part of the service experience. Discount Tire built a custom program to analyze feedback from eve...ry customer touchpoint. Each of their 1,000+ stores in North America gets a weekly report. Store managers use this feedback to fix problems fast. This makes customer experience better at every store.
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Specsavers used InMoment to improve their customer experience program. They moved from basic surveys to a journey-based listening system. This new system collects feedback from many channels, like Go...ogle reviews and SMS. Specsavers saw a 50% increase in feedback volume and doubled their Google and Trustpilot reviews. Their Net Promoter Scores also increased month over month.
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Foot Locker used InMoment's Spotlight, an AI-powered NLP and text analytics tool, to improve customer experience. Before, Foot Locker struggled with scattered feedback data and manual categorization.... With Spotlight, they now collect and analyze all customer feedback in one place. The tool gives them a single source of truth and a universal taxonomy. This helps Foot Locker track key topics and improve customer service faster.
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Foot Locker improved customer engagement by creating personalized retail experiences in its 3,175 stores across 27 countries.

InMoment helped a global retailer find out why customers left their website before buying. The team used text analytics to review over 166,000 website abandonment surveys in three months. They found ...$2.5 million in lost revenue due to website performance issues. The analysis showed that technical problems on key pages frustrated nearly 10% of customers. InMoment gave the retailer clear steps to improve the website and recover lost sales.
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InMoment Conversational Intelligence helped a Fortune 100 healthcare insurer improve call center performance. The company used NLP to analyze 20,000 call transcripts and post-call surveys over five m...onths. They found that agents introducing themselves as 'Healthcare Advocate' led to 25% more positive customer sentiment. Mentioning the Annual Notice of Change increased NPS by 4 points, and confirming issue resolution raised NPS by 18 points. These insights led to better agent training and improved member experience.
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Virgin Money UK engaged 6.4 million customers, creating a unique banking experience focused on customer obsession, and thriving in a changing banking world.

Associated Bank improved customer feedback availability to real-time, increased lending experience score by 6 points, and enhanced scores across all channels within two years.

Juniper Networks used InMoment’s platform to improve its digital feedback process. The company reduced survey length by 70% and made surveys mobile-friendly. This led to a 10x increase in survey resp...onses. Juniper Networks resolved customer issues 62% faster. The new system helped Juniper get better insights and improve customer satisfaction.
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InMoment helped a Fortune 500 heavy machinery company in North America improve customer experience at its dealerships. The company faced low NPS scores, with some locations 13 points below the nation...al average. InMoment's Strategic Insights team identified key drivers like salesperson knowledge and warranty explanation. The company launched employee training programs to address these areas. As a result, they saw a +12.7 point increase in Dealer NPS and identified $330,565 in extra revenue for each NPS point gained.
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InMoment helped U.S. Cellular improve its customer feedback program. U.S. Cellular increased the number of customers providing feedback by 400%. The company cut the cost of its call center program by... 50%. Utilization of program technology and capabilities went up by 30%. U.S. Cellular focused on serving underserved markets and empowering associates with knowledge and training.
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InMoment helped a large telecom company find $6 million in at-risk revenue from digital product issues. The telecom faced high customer churn after price increases and needed to stop revenue loss. In...Moment used a Strategic Insights Review, new surveys, and social review data to find the main problem was with one streaming product. They identified 3,000 customers likely to switch providers. The telecom now has a plan to prevent churn and increase future revenue.
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InMoment helped Thomson Reuters use data to improve customer experience. The company wanted to know what worked well and what caused frustration. InMoment brought together insights from customer feed...back. Thomson Reuters saw a 300 percent boost in response rates over 9 months. Participation increased 3 times. The company found hidden trends and took targeted action.
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InMoment helped a leading mobility company improve its reputation management. The company unified its survey and review programs using InMoment’s Integrated CX approach. This led to a 195% increase i...n Google reviews in 30 days. Customer acquisition rose by 8%. The company saw a potential $5.8 million increase in annual revenue. The solution was easy to implement and improved brand visibility quickly.
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Deploying sensors at customer touchpoints yields critical data, enhancing customer experience, similar to McLaren's data-driven racing strategies.

InMoment helped a large Fortune 500 auto manufacturer improve customer experience and increase revenue. The company used InMoment to analyze service and sales survey data. They linked customer record...s using mobile numbers for over 95% accuracy. Perfect ServiceKPI scores led to a $30.1M revenue increase and a 97% boost in customer retention. Improved FRFT rates resulted in a $23.6M revenue increase.
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InMoment helped a major quick-service restaurant chain improve order accuracy. The Strategic Insights Team analyzed over 275,000 customer surveys to find the main causes of order mistakes. They found... that high order accuracy led to a 9% increase in revenue and a 15% rise in transactions. Most mistakes happened with drive-through and digital orders, especially in the evening. InMoment suggested changes to the order process and staffing to boost accuracy and customer satisfaction.
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Jack in the Box used InMoment's advanced AI and digital listening tools to improve customer experience across all channels. They wanted to gather feedback from in-store, website, and mobile app users... quickly and accurately. InMoment helped them automate feedback collection and spot trends for faster business decisions. The solution enabled instant omnichannel feedback and quick analysis across stores and regions. As a result, Jack in the Box saw a +1.8% systemwide sales growth.
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Yo-Chi used InMoment to improve their reputation management and online visibility. They faced challenges managing reviews and customer engagement as they grew from 25 to 37 locations. InMoment helped... them streamline review management and boost their Google search presence. As a result, Yo-Chi saw a 92% increase in Google Maps navigation clicks, a 123% rise in Google Profile impressions, and a 74% increase in Performance Score. This led to more foot traffic and stronger customer loyalty.
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InMoment helped McDonald’s Australia fix slow and inconsistent customer feedback resolution. They connected their CRM with InMoment to create a single view of each customer. This let them track and s...olve issues faster across all restaurants. Response times improved by 96%. Franchisees and support teams worked better together. Service recovery efforts led to higher customer spending.
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Betty’s Burgers used InMoment Reputation Management to improve their online reputation. They faced the challenge of keeping customer experience consistent as they grew from 14 to 67 locations. The so...lution helped them monitor and respond to reviews, address negative feedback, and analyze competitors. As a result, they achieved a 4.51 average star rating, a 4,534% increase in reviews, and 88% positive reviews.
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Biogen improved customer service speed and quality using advanced analytics, AI, and customer feedback, leading to enhanced user satisfaction and competitive advantage.

How Chevron Federal Credit Union Reinvigorated an 80-year Commitment to Member Service

Steering Transformation Using Data-Driven Decision Making

Listening At Multiple Touchpoints Leads To Operational Improvements And A 38 Percent Increase In Nps For Element Fleet Management

Ohio Mutual Insurance Group Implements Experience Program to Differentiate Their Business

Don’t Get It Twisted, Auntie Anne’s Employees Also Win at CX

Europe’s Leading Entertainment Group Launches Multi-Site CX Programme

Creating a Concise Feedback System to Improve Global Customer Experience

Synergy Energy Makes a Big CX Impact with a Small Team through Democratising Data

Realizing Direct Cost Savings & Churn Reduction Impact on Experience Program Success

How Two Banks Combined Their Expertise On Data and Culture to Develop a Picture of Success through CX

Step into their Shoes: Designing Inclusive, Personalized Experiences with Foot Locker

Creating a Concise Feedback System to Improve Global Customer Experience

Reliant uses CX to differentiate themselves in a competitive energy market to retain and acquire customers.

Europe’s Leading Entertainment Group Launches Multi-Site CX Programme

Creating a Concise Feedback System to Improve Global Customer Experience

An Innovative Platform Leads to an Improved Customer Experience

Providing Essential Experiences by Putting Customers First with New Zealand Post

Steering Transformation Using Data-Driven Decision Making

An Innovative Platform Leads to an Improved Customer Experience

Creating an Effective Survey Program Where Customer Feedback Drives Action

How Chevron Federal Credit Union Reinvigorated an 80-year Commitment to Member Service

Reliant uses CX to differentiate themselves in a competitive energy market to retain and acquire customers.

Step into their Shoes: Designing Inclusive, Personalized Experiences with Foot Locker

Guest Perception Is Always Right: How The Melting Pot Uses Customer Feedback to Deliver The Perfect Night Out

Designing an Award-Winning CX Action Planning Module

For more than 50 years, The North Face® has made activewear and outdoor sports gear that exceeds your expectations.

How nib New Zealand Reduced Churn by 6% through Embedding Experience Management

Growing Customer Listening and Understanding to Inspire Satisfaction, Loyalty, and Joy

Creating an Effective Survey Program Where Customer Feedback Drives Action

Europe’s Leading Entertainment Group Launches Multi-Site CX Programme

Reliant uses CX to differentiate themselves in a competitive energy market to retain and acquire customers.

Designing an Award-Winning CX Action Planning Module

How nib New Zealand Reduced Churn by 6% through Embedding Experience Management

Listening At Multiple Touchpoints Leads To Operational Improvements And A 38 Percent Increase In Nps For Element Fleet Management

Creating a Customer-Obsessed Culture at Virgin Money UK

For more than 50 years, The North Face® has made activewear and outdoor sports gear that exceeds your expectations.

Guest Perception Is Always Right: How The Melting Pot Uses Customer Feedback to Deliver The Perfect Night Out

Realizing Direct Cost Savings & Churn Reduction Impact on Experience Program Success

Mit NPS-Messungen in Echtzeit etabliert Aegon operative Prozesse zum Schließen des Kundenfeedback-Kreises über diverse Touchpoints hinweg

Step into their Shoes: Designing Inclusive, Personalized Experiences with Foot Locker

Providing Essential Experiences by Putting Customers First with New Zealand Post

Mit NPS-Messungen in Echtzeit etabliert Aegon operative Prozesse zum Schließen des Kundenfeedback-Kreises über diverse Touchpoints hinweg

TELUS achieved $1 million in cost savings, 100% feedback increase, $5 million churn reduction, and 45% SMS response rates, saving 1-in-3 customers.

Creating a Customer-Obsessed Culture at Virgin Money UK

Growing Customer Listening and Understanding to Inspire Satisfaction, Loyalty, and Joy

Don’t Get It Twisted, Auntie Anne’s Employees Also Win at CX

Ohio Mutual Insurance Group Implements Experience Program to Differentiate Their Business

Creating a Customer-Obsessed Culture at Virgin Money UK

Don’t Get It Twisted, Auntie Anne’s Employees Also Win at CX

Listening At Multiple Touchpoints Leads To Operational Improvements And A 38 Percent Increase In Nps For Element Fleet Management

Synergy Energy Makes a Big CX Impact with a Small Team through Democratising Data

How Two Banks Combined Their Expertise On Data and Culture to Develop a Picture of Success through CX

Mit NPS-Messungen in Echtzeit etabliert Aegon operative Prozesse zum Schließen des Kundenfeedback-Kreises über diverse Touchpoints hinweg

An Innovative Platform Leads to an Improved Customer Experience