Nps Case Study 727

Finance Leaders are Growing Their Bottom Line by Improving  Customer Experience

The finance industry may not be known for its high Net Promoter Scores®, but finance leaders like USAA, American Express and Royal Bank of Scotland are looking for ways to break free of this reputation.

In this edition of our NPS industry case study series, you'll see just how these finance leaders are taking an innovative approach to reinventing their customer experience. While these finance companies are at different steps in their Net Promoter® journey, they all provide unique insights that companies in every industry can learn from.  

Find all the insights:

  • Learn how USAA maintains one of the highest Net Promoter Scores in the finance industry
  • Discover how American Express’ significant improvements in CX grew their bottom line
  • Find out how Royal Bank of Scotland raised their Net Promoter Score by increasing investments in personalization
  • And see what steps ABN AMRO is taking with their CX initiatives to raise their Net Promoter Score

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:

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:

“Based on the customer feedback, nib has implemented the following specific changes to its claims processes in order to improve the customer experience:

1. Faster processing and payment of customer claims. Claims are also now paid directly into a customer’s account.

2. Simplification and streamlining of Orthodontia claims processes.

3. Simplification of online claiming through the improvement of internal processes.

4. Improved communication by consultants to customers about items covered under individual policies to help reduce confusion surrounding hospital out-of-pocket expenses

5. Instantaneous delivery of key paperwork, allowing customers to receive and discuss such items during the course of a call with a consultant. This has had a significant positive effect on customer satisfaction and nib’s  goal to answer customer queries at the first point of contact.”


Download the full case study here: nib health funds: Checking Up On Customer Loyalty.

More Information

If you are thinking about implementing a Net Promoter Score process in your organisation, give us a call. We can help you to implement right systems and change management program for your organisation to drive long term success.


Filed Under: Case Studies and Statistics, Net Promoter ScoreTagged With: #voc, netpromoter, NPS

0 thoughts on “Nps Case Study 727”


Leave a Comment

Your email address will not be published. Required fields are marked *