Case Study: NIB Health Funds achieves higher Net Promoter Score and improved customer experience with CustomerGauge

NIB health funds - Customer Case Study

nib Health Funds, one of Australia’s fastest-growing health insurers with more than 850,000 members, faced the challenge of ensuring rapid customer growth didn’t undermine service quality. With a 40% expansion in five years, the company needed a way to see itself from individual customers’ perspectives and turn large volumes of feedback into actionable insights across frontline staff and senior leaders.

nib implemented Net Promoter transactional surveys and partnered with Genroe and CustomerGauge for integrated analytics and reporting, transparent frontline score access, and targeted customer feedback. The programme maintained a steady 10% response rate and lifted average NPS from +11 to +12, drove daily coaching and executive reporting, and led to concrete service improvements—faster and direct claims payments, simplified claims processes, clearer communications, and instant delivery of key paperwork—while speeding analysis and letting teams focus on core activities.

NIB Health Funds

Renee Farnham

Customer Intelligence Manager