Our customer experience is Australia’s best, measured by our live NPS score of +91.

We achieved the title of Australia’s best customer experience due to our total adoption of Net Promoter Score (NPS). We ask our customers to measure us every day using the simple and powerful Net Promotor Score (NPS) question: “How likely is it that you would recommend our company to a friend or colleague?”. This translates into a customer experience score between -100 and +100. Most companies achieve scores in a bell curve in the middle around 0, but we’re different.

When we set the goal of being the best, we decided that we would change everything to achieve this and nothing was off-limits. We changed the transparency of NPS so everyone internally and externally can see how well we are looking after our customers on a real-time basis. We think it is a world-first to share this. Our real-time customer experience score of +91 is the rolling average for the last 3 months and it’s something we’re proud of.

The unmatched commitment to personally accountable service is how we deliver on Australia’s best customer experience.

We changed our systems and processes, our people hiring profile and even our bonuses to be based on our NPS score achievement. We empowered our people and committed to independent CX Maritz auditing. Customer’s NPS scoring of our service has transformed us. In an industry known for its seriously bad customer service, we have done the opposite.