Case Study: Reliant achieves 152% NPS increase and embeds CX into its DNA with InMoment

Reliant is Fanatic About Making Customer Experience Part of its DNA

Reliant, part of NRG Energy, serves residential and business customers across Texas in a highly deregulated market where customers can choose from dozens of providers. Facing two main challenges—customer retention and acquisition—Reliant needed to move CX beyond the call center and embed accountability and culture change across the organization.

Reliant implemented a phased CX program, partnered with InMoment, secured executive sponsorship, created “Customer First Fanatics,” expanded listening posts and surveys, introduced weekly usage emails, and rolled out workshops and e-learning; executives also contact customers regularly. The changes produced a 152% increase in NPS, a 220% rise in touchpoints surveyed, a 65% reduction in survey/analysis costs, and the highest annual customer renewal rate in company history.

Reliant

Suzie Dieth

Director of Customer Experience