Case Study: Reliant achieves clearer NPS insights and fewer detractors with iModerate's (iM)merge

Reliant - Customer Case Study

Reliant, a Fortune 500 energy company serving over 1.5 million Texas customers, faced unexplained swings in its Net Promoter Score. Although the company collected open‑ended feedback, verbatim comments produced only anecdotal insights and no clear, actionable path to improve customer experience and loyalty.

iModerate’s (iM)merge analyzed monthly NPS verbatims from four customer touchpoints, distilling themes for Promoters and Detractors to reveal root causes and patterns. Reliant used those insights to align teams, correct expectation‑setting in sales, target training at two underperforming call centers, improve consumer education on fees, and spot emerging issues early — resulting in fewer detractors, shorter call times, fewer repeat calls, and measurable ROI.

Reliant