Case Study: DebitSuccess achieves a 21.5‑point NPS lift for bottom agents and a 20.8‑point overall NPS gain with AskNicely

How DebitSuccess got their lowest performers to match their best

DebitSuccess, one of the largest full-service direct debit management providers in Australia and New Zealand, needed a way to measure and improve the customer experience in its service center and to coach and motivate frontline staff using real customer feedback. They turned to AskNicely’s real-time feedback and coaching platform to connect customer scores directly to individual performance and team metrics.

AskNicely enabled evidence-based 1:1 coaching, broad training on common themes, and a leader board that fostered healthy competition among team leads. As a result, DebitSuccess’s bottom-third agents improved by an average of 21.5 NPS points and the firm’s overall NPS rose by 20.8 points, delivering measurable behavior change and more consistent customer experiences.

Debitsuccess

Wayne Pointon

Chief Customer Officer Australasia