Case Study: InfraBuild improves customer retention and cuts churn with AskNicely NiceAI

How InfraBuild is empowering strategic decisions with NiceAI

InfraBuild, Australia’s leading vertically integrated steel manufacturing, distribution, and recycling business, was facing rising customer churn in a softening steel market. The company needed a better way to capture feedback in real time, uncover pain points, and generate actionable insights to improve customer retention and pricing decisions. AskNicely’s NiceAI platform helped address this need.

Using AskNicely’s Dynamic Surveys and AI Insights, InfraBuild was able to collect richer feedback, streamline analysis, and give leadership clearer, data-driven reports. AskNicely helped InfraBuild increase response quality and speed up action on customer issues, with results including 30% CSAT engagement, 39 AI Insights reports generated, 5 dynamic survey templates built, and feedback analyzed and acted on within 24 hours.

InfraBuild

Rhiannon Lloyd

Customer and Pricing Administrator