Case Study: Numeric Eight achieves industry-leading NPS and improved employee wellbeing with Customer Thermometer

Numeric Eight puts employee wellbeing first and hits top NPS scores with Customer Thermometer

Numeric Eight, Australia’s largest independent bookkeeping and accounts management firm, needed a simple, structured way to capture customer feedback and measure NPS to maintain its customer-centric “beyond bookkeeping” service. After trialling several options, they selected Customer Thermometer for its ease of use and seamless HubSpot integration.

Using Customer Thermometer surveys, Numeric Eight measured NPS (an initial 65 that rose to 69), achieved about a 30% response rate, and extended the tool to employee NPS, peer recognition and wellbeing checks. Customer Thermometer enabled 1-hour SLAs on amber/red feedback, informed targeted training and customer-success actions, and delivered clear, measurable improvements in customer insight, staff engagement and service quality.

Numeric Eight

Andrew Rootes

Sales and Marketing