nib health funds is one of Australia’s fastest growing health funds, providing health cover to more than 850,000 people nationwide.
This case study explains how a partnership with Genroe and CustomerGauge helps nib to consistently build on earlier successes and provide better products and services to customers.
Though the company chose Net Promoter for a number of reasons, the single most important factor was its ability to help the company see itself from the individual customer’s point of view. The decision to partner with Genroe and CustomerGauge brought with it a number of investment benefits that offset some of the external costs and also provided new tools and insights to improve customer service more effectively.
- Faster and more effective data analysis that comes from working with customer loyalty professionals and specialized software;
- The advantages of using industry-leading solutions to help identify new ways of improving customer service, creating new products and services as a result; and
- Allowing the nib Sales and Marketing team to focus on core competencies, rather than diverting attention to survey implementation and data analysis.