Medibank was awarded the winner of "Best CX Transformation" after record-breaking service and NPS scores, an increase in market share, and a reduction in overall customer complaints!

Shortlisted for the 2023 Best CX Transformation at the CX Awards

About three years ago, the NRMA teamed up with Pearl-Plaza to start looking into its customers’ emotions for the first time. To get started, the CX team included more than 10 hard-coded emotion questions within member surveys asking both open-ended and ratings-based questions. This gave the business a solid foundation of comparison when beginning to use the emotions product in text analytics.

Winner of the 2019 Best CX Transformation Award

The surveys so far have given us incredible results and fast tracked the relevant insights that were meaningful for us. At the same time, Pearl-Plaza has focused on building the right case management program for us and really supported us along the way. And we’re constantly tweaking our program now to ensure we’re recovering customers, engaging people and turning them from a passive into a promoter.

Shortlisted for the 2023 Best CX Transformation award.

Providing great value to our customers is at the heart of everything we do. We’re always striving to enhance our user experience every day, and make decisions that are in the customer’s best interest. By partnering with Pearl-Plaza, we’ll be able to better understand and utilise direct customer insights to tailor our customer experience, and any subsequent communications, to enhance customer satisfaction, engagement and retention.

Nell Bond, General Manager of Product, Customer Experience and Innovation

When we first selected Pearl-Plaza, we had a fantastic and smooth experience transitioning from the sales process to our client success team. We were really impressed by the kick-off meeting, the accessibility and the dedication we received from the whole process. We were so impressed, that we are taking that experience and trying to replicate it across our own relationship management at legalsuper!

legalsuper’s Manager of Insights and Service Design