Case Study: Medibank achieves record service NPS and business growth with InMoment VoC analytics

Designing a Voice of Customer (VoC) Analytics Toolbox to Showcase CX Impact

Medibank, one of Australia’s largest health insurers, needed to demonstrate the business impact of its customer experience program, support customers through COVID-19, and drive NPS and market-share growth. The challenge was to translate experience data into credible, actionable insight that would influence stakeholders and prioritise initiatives across the business.

InMoment helped build a Voice of Customer analytics toolbox using simple correlation checks, logistic regression driver analysis, decision trees, AI/ML predictive models and automated text analytics with custom dashboards. By tying CX metrics to financial priorities, predicting promoters and detractors, and surfacing unified insights, Medibank achieved record service NPS across Medibank and ahm, strengthened CX influence internally, and improved churn, profitability and market share.

Medibank

Nathan Chung

Service NPS and Voice of Customer Team Manage