Real-World Case Studies and Customer Success Stories with InMoment

U. S. Cellular used InMoment to improve its customer feedback program. The company increased the number of customers providing feedback...by 400%. They cut the cost of their 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 training and knowledge.
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InMoment helped one of Australia's top telcos transform its contact centre using advanced AI and NLP. The telco replaced basic... surveys with custom feedback solutions, gaining deeper insights into customer needs. This led to a 20% reduction in call handling times and a 25% increase in first-call resolution rates. Customer satisfaction rose by 15%. The telco now uses actionable intelligence to improve agent performance and customer loyalty.
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Tesco Mobile used InMoment's Rapid Resolution Engine to solve customer problems directly within surveys. Customers received instant solutions without waiting... for follow-up from staff. The team became more efficient and reduced the workload for customer support. Within two months, Tesco Mobile saw a return on investment. They also reduced over 300 customer calls per week, saving time and resources.
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TELUS used InMoment to improve customer feedback collection. They formed a cross-functional team with executive support. TELUS consolidated systems and... technology, saving $1M in direct costs. They reduced churn, creating a $5M savings opportunity. Proactive recovery tools helped them reach 15% more customers.
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Sky used InMoment to upgrade their feedback programme. They switched to a closed loop system to respond to customer feedback... in real time. Call satisfaction went up by 6.1%. Net promoter score increased by 6.4 points in six months. Customers saw a 5.1% rise in perceived expertise of client advisors. The new system helped Sky improve customer experience quickly.
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RingCentral uses InMoment to gather in-app survey feedback and analyze text data. The product team leverages these insights to improve... the digital product experience. InMoment's core functionality is praised for its ease of use. The solution helps RingCentral optimize user satisfaction and product performance. A product manager at RingCentral highlights the platform's value in their workflow.
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U. S. Cellular used InMoment to improve its customer feedback program. The company increased the number of customers providing feedback...by 400%. They cut the cost of their call center program by 50%. Utilization of program technology and capabilities rose by 30%. InMoment helped U.S. Cellular serve markets that others do not.
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InMoment helped one of Australia's top telcos transform its contact centre using advanced AI and NLP. The telco replaced basic... surveys with deep conversational analytics to uncover the reasons behind customer feedback. This led to a 20% reduction in call handling times, a 25% increase in first-call resolution, and a 15% rise in customer satisfaction. Custom feedback solutions and improved quality assurance drove continuous improvement. The telco now uses actionable insights to boost customer loyalty and set new industry standards.
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Tesco Mobile used InMoment's Rapid Resolution Engine to improve customer service. The tool predicts customer needs and offers real-time help... during feedback surveys. This lets customers solve issues instantly, without waiting for follow-up. Tesco Mobile reduced hundreds of customer calls each week. They saw a return on investment in just two months.
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TELUS used InMoment to improve customer feedback collection. They formed a cross-functional team with executive support. TELUS consolidated systems and... technology, saving $1M in direct costs. They identified a $5M opportunity in churn reduction. Proactive recovery tools helped them reach 15% more customers.
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InMoment helped a large telecommunications company identify $6 million in at-risk annual revenue. The company faced high churn risk after... price increases and negative feedback about a streaming product. InMoment used targeted surveys, social review analysis, and financial data to find 3,000 customers likely to switch providers. The root cause was issues with one streaming product, leading to broader dissatisfaction. The analysis gave the telco a clear plan to recover revenue and improve customer satisfaction.
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Sky used InMoment to upgrade their feedback programme. They switched to a closed loop system to respond to customer feedback... in real time. Call satisfaction rose by 6.1%. Net promoter score went up by 6.4 points in six months. Customers saw a 5.1% increase in advisor expertise. The new system helped Sky improve customer experience quickly.
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Sky used InMoment to upgrade their feedback programme. They switched to a closed loop system to respond to customer feedback... in real time. Call satisfaction went up by 6.1%. Net promoter score increased by 6.4 points in six months. Customers saw a 5.1% rise in perceived expertise of client advisors. The new system helped Sky improve customer experience quickly.
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RingCentral uses InMoment to improve its digital product experience. The product team collects in-app survey feedback and applies text analytics.... This helps them optimize their cloud communications platform. A product manager at RingCentral says InMoment's core functionality is easy to use. The team relies on these insights to enhance user satisfaction.
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InMoment helped Versicherungskammer Bayern (VKB), one of Germany’s largest insurers, become more customer-centric. VKB aimed to improve customer satisfaction and... align closely with customer needs. The company used a fully automated customer experience solution to understand the customer journey. VKB’s transformation focused on raising satisfaction as a key objective. Leadership emphasized the importance of seeing the journey from the customer’s perspective.
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InMoment helped Versicherungskammer Group measure customer satisfaction across all service journeys. The company used InMoment's platform to collect over 100,000... pieces of feedback each year. This feedback covered new contracts, policy changes, sales, phone contacts, claims, and cancellations. The focus was on linking employee satisfaction to customer satisfaction. The company used these insights to improve employee motivation and drive better customer experiences.
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Petplan uses InMoment experience management technologies to improve its operations and service. The platform helps Petplan find areas where they... can act fast to boost performance. This leads to more new customer sign-ups and helps keep policy renewals high. Petplan values quick insights to make better decisions. Their goal is to offer the best pet insurance with simple plans.
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Medibank used InMoment to improve customer experience. They analyzed experience data to boost CX influence across the company. Predictive analytics... helped them reach non-respondents and reduce churn. Text analytics kept employees aligned. Medibank saw a significant NPS increase and better business results.
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InMoment’s case management solution helped Indiana Farmers Insurance keep more customers. Detractors were leaving at twice the rate of other... customers. Using text analytics, the team identified and reached out to these detractors. NPS jumped by 20 points, moving from the high 30s to the 50s. InMoment’s market research and expertise supported the team’s efforts.
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Allianz used InMoment to better understand customer experience. They added over 30 data points to each customer feedback. This helped... them spot problems and improve how they handle customer issues. Allianz cut case resolution time to under 48 hours. They saw a 5.7% business growth and a 6.7% profit increase. Sales conversion rates and customer renewals also went up.
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Aegon used InMoment to improve customer and employee experience. They switched from periodic NPS analysis to a more comprehensive approach.... After implementing detractor callbacks, their NPS score jumped from -87 to +14. 60% of detractor issues were resolved. Aegon also created a "CX Lab" to train staff on customer intelligence.
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InMoment helped Versicherungskammer Bayern (VKB), one of Germany’s largest insurers, become more customer-centric. VKB aimed to improve customer satisfaction and... align closely with customer needs. The company used a fully automated customer experience solution to understand the customer journey. VKB’s transformation focused on raising satisfaction as a key business goal. Leadership emphasized the importance of seeing the journey from the customer’s perspective.
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Versicherungskammer uses the InMoment CX platform to measure customer satisfaction. They collect over 100,000 pieces of feedback each year across... all customer journeys. The company analyzes this data to understand the link between employee satisfaction and customer satisfaction. InMoment helps Versicherungskammer prove that happy employees lead to happier customers. This approach supports their goal of improving customer experience in the insurance sector.
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Versicherungskammer Group used InMoment’s platform to improve customer satisfaction. They collect and analyze over 100,000 pieces of feedback each year.... The company links employee satisfaction to customer satisfaction. Their CX transformation focuses on employee engagement to drive better results. InMoment helps them track and act on feedback across all customer journeys.
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Petplan uses InMoment experience management technologies to improve its operations and service. The platform helps Petplan find areas to react... quickly and boost performance. Petplan aims to increase new customer acquisitions and keep policy renewals high. The company values actionable insights from InMoment to support its growth in the pet insurance market.
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Medibank used InMoment to improve customer experience. They leveraged experience data to boost CX influence across the business. Predictive analytics... helped reach non-respondents and reduce churn. Text analytics kept employees aligned. Medibank saw a significant NPS increase and better business performance.
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Indiana Farmers Insurance used InMoment’s case management solution to address customer churn. Text analytics showed detractors were leaving at twice... the rate of other customers. The company focused on moving detractors to passives or promoters. This approach increased their NPS by 20 points, from the high 30s to the 50s. InMoment’s market research and expertise supported the team’s efforts.
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Tiffany & Co. used InMoment to improve its customer listening program. Before InMoment, the company struggled to turn unstructured data... into insights. InMoment helped Tiffany & Co. make feedback visible across the company. Now, managers and VPs get valuable intelligence every week. The voice of employee program gives new views on customer experience. This supports Tiffany & Co.'s promise of top service.
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InMoment helped Specsavers transform their customer experience program. Specsavers replaced outdated surveys with a journey-based listening system. They used tools... like Active Listening and Spotlight to analyze feedback from Google, Trustpilot, SMS, and more. Survey volumes rose by 50%, and online reviews doubled. Net Promoter Scores improved every month, showing real business growth.
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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 every customer touchpoint. Each of their 1,000+ stores now gets a weekly report with customer feedback. Store managers can quickly spot and fix problems. This improved how Discount Tire listens to and acts on customer needs.
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Z Energy, a leading New Zealand retail fuel company, operates nearly 200 fuel sites. They launched the Retail Survey Refresh... Initiative to improve the accuracy of customer insights. The goal was to adapt to market changes and meet evolving customer needs at their sites. The initiative led to a significant drop in fraudulent survey responses. Z Energy now gets more reliable feedback to guide business decisions.
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Winc uses InMoment to improve customer experience with data-driven insights. They engage customers proactively and analyze feedback in depth. Their... approach increases customer satisfaction and drives revenue growth. Winc also boosts operational efficiency with comprehensive data analysis. This sets them apart in delivering personalized experiences.
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Foot Locker used InMoment to transform its customer experience. They listened to feedback from all shoppers, even inactive ones. They... used Voice of Customer insights in every department. Teams matched their goals to customer experience targets. This helped Foot Locker improve NPS, gain new customers, and build loyalty in over 2,500 stores across 40 countries.
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Tiffany & Co. used InMoment to improve its customer listening program. Before InMoment, the company struggled to turn unstructured data... into insights. InMoment helped Tiffany & Co. make feedback visible across the company. Now, managers and VPs get weekly intelligence reports. The voice of employee program gives new views on customer experience. This supports Tiffany & Co.'s promise of exceptional service.
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Specsavers used InMoment to transform their customer experience program. They moved from basic surveys to a journey-based listening system. Feedback... volume rose by 50%. Google and Trustpilot reviews doubled. Net Promoter Scores increased month after month. Store managers and support teams now use real-time insights to improve service. Frontline teams are engaged through training and recognition programs.
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InMoment helped a global retailer find $2. 5 million in lost online revenue. The retailer had 11.5 million website visitors...each month but faced high abandonment rates. InMoment analyzed over 166,000 website abandonment surveys to find the main reasons for lost sales. The analysis showed technical issues on key pages frustrated nearly 10% of customers. With these insights, the retailer could fix problems and boost conversions.
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InMoment provided an AI-backed text analytics solution for a major outdoor equipment retailer in the USA. The retailer faced challenges... managing siloed survey data and needed to differentiate between online and in-store experiences. They required granular taxonomy and integration with internal BI tools via API. Building an in-house NLP solution proved too costly and time-consuming. InMoment's platform helped organize and analyze large volumes of customer feedback efficiently.
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Revolution Bars Group uses InMoment to gather feedback from both employees and customers. The company values understanding its people and... guests to improve its business. InMoment helps them see insights they never had before. This approach supports a premium and fun experience for their customers. Voice of Employee feedback is a key part of their strategy.
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Mellow Mushroom used InMoment to collect customer feedback from many channels. They set up an always-on feedback portal and post-visit... surveys. They also tracked brand mentions on social media. The company saw a positive increase in key metrics and reached record high scores. Over 14,000 customer feedback data points are leveraged each month. Instant customer follow-up notifications were implemented to improve service.
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InMoment helped a quick service restaurant improve its guest experience assessment model. The restaurant used InMoment to act on customer... insights and engage team members. This led to a holistic view of guest feedback. In just eight months, all key metrics increased. The brand reported 3.8% growth that year and outperformed the industry.
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Betty's Burgers used InMoment's reputation management solution to monitor and respond to customer reviews across 67 locations. The team addressed... negative feedback quickly, leading to 88% positive reviews and a 4.51-star rating. Competitor analysis helped Betty's stay ahead in the Australian dining market. Store owners received regular review alerts, boosting accountability and consistency. The brand turned dissatisfied customers into loyal advocates by acting on feedback and offering thoughtful gestures.
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The Coffee Club used InMoment to collect and analyze customer feedback. The platform helped them spot guest pain points and... improve satisfaction. Franchisees now see all complaints and can resolve issues faster. Employees identify 30 at-risk customers each month and fix problems 2-3 days sooner. Menu updates based on feedback raised NPS by 20 points and boosted sales.
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Revolution Bars Group uses InMoment to gather feedback from both employees and customers. The company values holistic insights to improve... its business. InMoment helps them understand what matters most to their staff and guests. This approach gives Revolution Bars Group new levels of business insight. They focus on creating a premium, fun experience for their customers.
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Mellow Mushroom partnered with InMoment to improve customer experience. They collect feedback from multiple channels, including surveys and social media.... The company now uses over 14,000 monthly feedback data points. They saw a positive increase in key metrics and reached record high scores. Instant customer follow-up notifications were implemented across locations.
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McDonald's Australia used InMoment to overhaul its customer feedback process. They integrated their CRM with InMoment, creating a single workflow... for feedback and service inquiries. This led to a 96% reduction in case resolution times. Digital vouchers helped turn negative experiences into increased customer spend. Managers saved time, and franchisees saw clear business value from faster, smarter service recovery.
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Vivint Solar used InMoment to get a full view of customer experience at every touchpoint. They simplified surveys to focus... on real customer stories. InMoment's advanced text analytics helped Vivint Solar quickly find key moments in the customer journey. This new approach led to smarter feedback and improved business results. The company now acts faster on customer insights.
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Synergy uses InMoment to empower its small customer experience team. The team shares CX data across the business. They create... custom dashboards for stakeholders. They train employees to use CX insights. Customer experience becomes part of daily work. This helps Synergy improve customer understanding and business results.
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Reliant used InMoment to improve customer experience in a competitive market. They started with their call center and expanded to... a company-wide program. Reliant reduced survey and analysis costs by 65%. They achieved their highest annual customer renewal rate ever. Their NPS score increased by 152% in one year.
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Water Corporation is the main supplier of water, wastewater, and drainage services in Western Australia. The company partnered with InMoment... to improve customer experience. InMoment's solution helps Water Corporation collect and analyze feedback. This supports better service and customer satisfaction. The focus is on using data and technology to enhance utility services.
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Vivint Solar used InMoment to get a full view of every customer touchpoint. They unified feedback from all channels for... a 360 degree perspective. InMoment helped them create simpler surveys focused on customer stories. Advanced text analytics let Vivint Solar quickly find key moments in the customer journey. This new approach improved their customer experience and boosted business results.
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Synergy uses InMoment to empower a small customer experience team. The team spreads CX data across the business. They develop... CX champions and co-design dashboards with stakeholders. Training and onboarding are key steps. Customer experience becomes part of daily business. This approach helps Synergy get more value from customer insights.
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Reliant used InMoment to improve customer experience in a competitive market. They started with their call center and expanded to... a company-wide program. Reliant cut survey and analysis costs by 65%. They reached their highest annual customer renewal rate ever. Their NPS score rose by 152% in one year.
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Jemena used InMoment to improve its customer experience program. The company serves millions of homes and businesses with gas and... electricity. InMoment's technology helps Jemena collect and analyze customer feedback in real time. Jemena now uses this solution across digital, face-to-face, and contact centre channels. This helps Jemena find ways to improve and act on customer feedback quickly.
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InMoment helped a leading American technology company use social data to improve customer insights. The customer market research team reduced... survey costs by using social signals. They identified gaps in insights and improved survey quality. InMoment's custom solution let them compare social and survey data for better decisions. Leadership teams used these insights to guide marketing and product strategy.
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Hubspot uses InMoment to improve its user experience. The product team collects feedback with in-app microsurveys. These surveys target users... of specific features. Insights from the feedback help the team make better product decisions. This approach helps users see value in the Hubspot platform quickly. The process supports Hubspot’s growth flywheel.
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DocuSign uses InMoment's in-app NPS microsurvey feedback to improve user experience. The product team collects real-time feedback to optimize the... e-signature process. InMoment helps DocuSign identify brand advocates and drive customer advocacy. The solution enables quick adjustments based on user input. Security and ease of use are key benefits for the product team.
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Visma used InMoment to unify experience improvement across its digital products. The company deployed microsurveys inside its software for fast... feedback. InMoment's analytics platform made it easy for teams to adopt the program. Net Promoter Score became the main metric for tracking product experience. A Visma product leader praised InMoment for its adaptability and value in product development.
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InMoment helped a leading American technology company use social and survey data together. The customer market research team reduced survey... costs by using social signals. They identified gaps in insights and improved survey quality. Leadership made better marketing and product decisions. InMoment’s custom solution let them analyze social comments, compare them to survey data, and act on trends faster.
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PandaDoc uses InMoment to track customer sentiment with in-app NPS and PSAT surveys. The product team also uses InMoment email... CSAT surveys triggered by Zendesk to improve support agent skills. InMoment technology helps PandaDoc focus on user experience and identify areas for improvement. The Head of User Research says it keeps the team honest and focused on both big and small problems. PandaDoc relies on feedback to shape its product roadmap.
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Hubspot uses InMoment to improve its user experience. The product team collects feedback with in-app microsurveys. These surveys target users... of specific features. Insights from the feedback help the team optimize the platform. This approach helps users see value in Hubspot quickly. The focus is on making features better for customers.
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TAP Portugal uses InMoment to collect and analyze customer feedback for every flight. The platform gives TAP Portugal detailed and... timely analytics. This helps them improve their customer experience strategy. TAP Portugal can now make better decisions based on real customer data. Millions of passengers benefit from these improvements each year.
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InMoment’s online reputation management platform helped Solotel Group boost online review volume by 129%. The hospitality company used microsurveys after... bookings to collect more feedback. General managers responded to every review, making customer insights part of daily operations. Review volume grew from 4,138 in 2021 to 9,384 in 2023. Solotel now uses real customer data to guide business decisions and improve service.
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Hawaiian Airlines used InMoment to improve its customer experience data analysis. The airline launched an omnichannel customer listening program in... five languages. This helped them understand their entire customer experience ecosystem. They refined their marketing strategy and improved operations. Hawaiian Airlines received top industry and consumer awards for their efforts.
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Vue International used InMoment to improve customer experience across all cinema locations. They aligned feedback with business strategy and made... it part of daily decision-making. This led to a 23.2% increase in revenue and an 8.3% rise in admissions. Staff engagement and morale improved through recognition and rewards. The program helped Vue deliver better customer satisfaction and loyalty in the cinema industry.
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TAP Portugal uses InMoment to collect and analyze customer feedback for every flight. The platform gives TAP Portugal detailed and... timely analytics about each customer experience. This helps them develop their customer experience strategy. TAP Portugal can now make better decisions to improve passenger satisfaction. Millions of passengers benefit from these insights each year.
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InMoment’s online reputation management platform helped Solotel Group boost online reviews by 129%. The hospitality company used microsurveys after bookings... to collect more feedback. This led to a jump from 4,138 reviews in 2021 to 9,384 in 2023. General managers responded to every review, making customer feedback part of daily operations. Solotel used this data to improve service and make better business decisions.
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Zoom used InMoment’s integration with Salesforce to capture and segment NPS feedback from users. Real-time customer sentiment became available to... all Salesforce users at Zoom. This helped the team close the loop with customers and improve enterprise account relationships. Zoom segmented feedback by business drivers using InMoment’s analytics. The Head of Customer Success at Zoom called this access to data a big win.
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Hootsuite used InMoment to collect in-app customer feedback and analyze Net Promoter Score data. InMoment's text analytics helped Hootsuite autocategorize... customer comments and segment feedback by user group. This allowed the customer insights team to work closely with product management to prioritize impactful improvements. Hootsuite tripled its Net Promoter Score after implementing InMoment microsurveys. The process became faster and more strategic, eliminating manual spreadsheet work.
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Zoom used InMoment to collect NPS feedback inside their product. InMoment’s Salesforce integration gave real-time customer sentiment to all stakeholders.... Zoom segmented feedback by business drivers using InMoment analytics. This helped Zoom close the loop with customers and improve enterprise account relationships. The Head of Customer Success at Zoom called segmented NPS data a big win.
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SoftwareONE uses InMoment to collect global customer feedback with automated, targeted microsurveys. The surveys are customized by language to reach... diverse users. InMoment prevents over-surveying and routes responses to ServiceNow. This lets SoftwareONE close the loop with customers in real time. The solution supports SoftwareONE’s focus on customer experience improvement.
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New Relic uses InMoment microsurveys to gather feedback from users. Their product, data science, customer success, and user community teams... use this feedback to improve user experience. The goal is to increase retention and make the platform better for engineers. InMoment helps New Relic capture the voice of the customer across their software stack.
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Juniper Networks used InMoment’s platform to improve its digital feedback process. They saw a 10x increase in survey responses and... cut survey length by 70%. The new system helped resolve customer issues 62% faster. Mobile-optimised surveys and keyword-based routing made feedback easier and faster. Juniper gained deeper insights and improved customer satisfaction across digital channels.
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InMoment helped Quilter, a leading UK wealth management company, improve its Trustpilot Trustscore. Quilter wanted to make it easier for... customers to leave reviews online. InMoment integrated its survey with Trustpilot, letting customers post reviews right after giving feedback. This made it simple for customers to share their experiences. As a result, Quilter saw a significant increase in authentic customer reviews and a higher Trustscore.
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First National Bank used InMoment to improve customer experience at every touchpoint. They mapped the customer journey to find unique... experiences and areas for improvement. The bank used a custom text analytics model to analyze feedback across all channels. They also included employee feedback to enhance the customer experience. Tools and reports were provided to staff at all levels to support these efforts.
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Suncorp used InMoment to improve customer experience. The company was shortlisted for the 2023 Best CX Transformation at the CX... Awards. Suncorp operates in financial services and insurance. The case highlights their focus on customer experience transformation. InMoment supported Suncorp’s efforts to enhance customer satisfaction.
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REST used the InMoment platform to improve its voice of customer program. The company faced a challenge with low visibility... into key customer experience touchpoints. InMoment's advanced text analytics and case management helped REST gain deeper insights. REST can now measure, manage, and engage members and employers in real time. The solution supports multiple channels like email, SMS, social, live chat, and contact centre.
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InMoment helped Quilter, a leading UK wealth management company, improve its Trustpilot Trustscore. Quilter used InMoment’s smart integrations to make... it easier for customers to leave reviews. After completing an experience survey, customers were automatically directed to Trustpilot. This seamless process led to more authentic and trustworthy customer feedback. As a result, Quilter saw a significant increase in their Trustpilot Trustscore.
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InMoment helped Hyundai Australia find gaps in their customer service experience. By collecting and analyzing customer feedback, InMoment found a... major pain point. This insight led to a 500% increase in monthly bookings revenue. Hyundai used the findings to create a new training program for better customer experience. The project gave Hyundai more visibility into ways to improve operations.
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Element Fleet Management used InMoment to improve customer complaint resolution times. The company enhanced its processes and saw more new... business as a result. Positive word of mouth increased among current and potential customers. Leadership credits InMoment for helping them get things right in customer experience.
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InMoment helped a leading mobility company boost its reputation and revenue. The company unified its survey and review management with... InMoment’s platform. In just 30 days, Google reviews increased by 195%. Customer acquisition rose by 8%. This led to an estimated $5.8 million in extra annual revenue. The solution improved brand visibility and customer sentiment across locations.
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InMoment’s reputation management software helped JAX Tyres & Auto boost productivity by 50%. The team cut individual review response times... from 15 minutes to just 15 seconds. Now, 100% of customer reviews get a response within 24 hours. The platform centralised review management and used AI to personalise replies. JAX saw more pre-purchase research, higher bookings, and improved customer loyalty.
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InMoment helped Hyundai Australia find gaps in their customer service experience. They used customer feedback to spot a major pain... point and a missed business opportunity. InMoment's analysis led to a 500% increase in monthly bookings revenue. Hyundai gained better visibility into operations and launched a new training program to improve customer experience. The project focused on optimizing service stages for both customers and the business.
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St. Luke's Medical Center used InMoment’s XI Platform to improve patient feedback. They replaced slow third-party surveys with real-time feedback... tools. The hospital received over 40,000 responses in one year. They resolved 100% of patient issues in real time. Patient satisfaction rose to 8.4 out of 10. The new system cut response times and built patient trust.
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A Fortune 100 healthcare insurer used InMoment's Conversational Intelligence to analyze 20,000 call transcripts and post-call surveys. The goal was... to improve agent performance during a period of benefit changes. NLP and AI-driven analytics revealed that introducing agents as 'Healthcare Advocates' led to 25% more positive sentiment. Calls mentioning the annual notice of change (ANOC) had higher NPS scores. Confirming resolution at the end of calls increased NPS by 18 points. The insurer identified key training opportunities to boost member satisfaction and first-call resolution.
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InMoment’s Reputation Management toolkit helped MedStar Health manage thousands of patient reviews each month. The platform automated responses to negative... reviews and made it easier for staff to reply quickly. MedStar Health increased its response rate by 93.9% and reduced average response time to 1.98 days. The user-friendly interface and expert support improved team efficiency. MedStar Health strengthened its brand reputation and patient experience with these digital tools.
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InMoment’s XI Platform helped St. Luke’s Medical Center get over 40,000 patient feedback responses in one year. The hospital resolved... 100% of patient issues in real time. Patient satisfaction reached a score of 8.4 out of 10. St. Luke’s used real-time surveys and a feedback-to-action loop to respond within two hours. The new system cut service recovery time by 80%. Patients now get faster, more personal care.
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TRUMPF used the InMoment platform to improve customer experience. They collected feedback and took action to solve customer problems. The... new NPS+ CX program helped TRUMPF focus on customer needs. As a result, they achieved a return on investment of 4.5 million euros from upsell opportunities. The company now drives a more customer-centric agenda.
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TRUMPF used the InMoment platform to improve customer experience. They collected feedback and took action based on real evidence. This... helped them solve problems quickly and focus on customer needs. Their new NPS+ CX programme led to €4.5 million in upsell opportunities. TRUMPF saw a strong return on investment from these efforts.
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Milwaukee Tool used InMoment’s Voice of the Distribution Partner Program to improve partner relationships. They gathered feedback from distribution partners... through interviews and surveys. Promoter stores sold 220% more than detractor stores. Aligning KPIs across a retailer network led to a 30% year-over-year sales increase. Milwaukee Tool acted on feedback, changing delivery partners in New Zealand to address satisfaction gaps. The program linked partner advocacy directly to revenue growth.
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InMoment helped a Fortune 500 heavy machinery company in North America boost its dealer NPS by 12. 7 points. The...company used InMoment's Strategic Insights Review and True Driver Analysis to find that salesperson knowledge and explained warranty were key NPS drivers. They launched employee training focused on equipment knowledge, empathy, and listening skills. Each point increase in NPS equated to $330,565 in additional revenue. The initiative improved customer relationships and business performance across dealerships.
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