Case Study: Ivory Group achieves a company-wide culture shift and NPS of 77 with AskNicely

How NPS Changed Everything at Ivory Group

Ivory Group, a Sydney-based recruiting firm, wanted to stand out in an industry with a poor reputation by measuring and marketing the quality of its service. To quantify client experience they onboarded AskNicely’s customer feedback solution in December 2017 to run a Net Promoter Score (NPS) program and make service metrics part of everyday operations.

AskNicely delivered NPS measurement, real‑time Slack integration, automated response workflows and Google review request flows that Ivory Group embedded into OKRs, marketing decks and office scoreboards. The result was a cultural shift toward “delightful” service, a quarterly NPS of 77 (vs. Apple 63, Airbnb 45 for context), more public reviews and plans to tie NPS into awards and performance reviews — all driven by AskNicely’s platform.

Ivory Group

Junji Kamoshida

CEO and Co-founder