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How nib makes better business decisions with Kapiche
How nib makes better business decisions with Kapiche
How nib makes better business decisions with Kapiche
nib leveraged Kapiche to complement InMoment, transforming NPS feedback into meaningful insights that reveal what matters most to customers and the business.
nib leveraged Kapiche to complement InMoment, transforming NPS feedback into meaningful insights that reveal what matters most to customers and the business.
nib Group is an Australian health care fund. Established in 1952, it has since grown into a national and international operation and is now the 3rd largest health insurer in Australia.
As the business has continued to expand their market share, the business is more focussed than ever on ensuring its customers have the lowest friction, best experience possible. Before Kapiche, nib’s insights team were using InMoment, but were lacking a way to dig deeper into their feedback to make meaningful change to their customer’s experience.
Now equipped with the Kapiche platform to complement InMoment, the Group Chief Operations Officer, Matt Paterson says:
I can sit around the boardroom table and talk with confidence around what’s driving the customer experience. And no longer am I just talking about the score, I am talking about what matters to the customer and what matters to nib and Kapiche has been able to unlock that for us.
AUTHOR
AUTHOR
Matt Paterson
Matt Paterson
Group Chief Operations Officer
Group Chief Operations Officer
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TL:DR
TL:DR
nib serves 1.4 million+ health customers in Australia and New Zealand and generates A$2.6 b in revenue. They used InMoment to capture NPS, but struggled to dig into what their customers were actually saying.
nib serves 1.4 million+ health customers in Australia and New Zealand and generates A$2.6 b in revenue. They used InMoment to capture NPS, but struggled to dig into what their customers were actually saying.
Kapiche layered over their InMoment data, turning open-ended feedback into clear themes. nib leaders can now pinpoint which customer issues drive satisfaction and confidently make decisions based on what matters most.
Kapiche layered over their InMoment data, turning open-ended feedback into clear themes. nib leaders can now pinpoint which customer issues drive satisfaction and confidently make decisions based on what matters most.
$2.6b
$2.6b
$2.6b
Generating A$2.6 billion through insight
Generating A$2.6 billion through insight
Generating A$2.6 billion through insight
1.4M+
1.4M+
1.4M+
Supporting 1.4 million+ health-insured members
Supporting 1.4 million+ health-insured members
Supporting 1.4 million+ health-insured members
+25
+25
+25
Identifying themes behind a +25-point NPS gain
Identifying themes behind a +25-point NPS gain
Identifying themes behind a +25-point NPS gain
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