Case Study: Synergy achieves 10.3% CES improvement and democratises CX data with InMoment

Reducing Customer Effort through Democratising Experience Data

Synergy, Western Australia’s government trading electricity retailer serving over 1 million customers, found its long‑standing Net Promoter Score program poorly reflected real customer experiences — especially as a sole provider where “how likely are you to recommend” isn’t always meaningful. The organisation needed a better way to measure and act on customer experience across channels, reduce customer effort, and drive meaningful improvements from a lean Customer Insights team.

In 2018 Synergy refocused its Voice of Customer program on Customer Effort Score and democratised experience data: the CI team co‑designed channel‑specific dashboards, launched a single VoC landing page to reduce access friction, and empowered organic CX champions to use insights day‑to‑day. The changes drove strong adoption and impact — dashboard logins rose to over 1,000/month (from <200), frontline teams used insights for better coaching, and Business Contact Centre CES improved 10.3% year‑on‑year (FY19 to FY20 Q2).

Synergy

Shalvina Govind

Voice of Customer Specialist