Case Study: NSW HealthShare achieves a 25% increase in customer satisfaction with Inquba

NSW HealthShare - Customer Case Study

NSW HealthShare, which supports a 140,000-strong workforce caring for over 1,000,000 patients a year, needed to shift CX focus onto the people providing care and capture fast, actionable feedback from its contact centre instead of relying on large-scale surveys. They engaged Inquba to provide its customer experience and journey-management SaaS, including a custom dashboard and sentiment analysis, to make CX visible and practical across the organisation.

Inquba built a tailored dashboard, sentiment analytics and agent/team tracking, and integrated the customer voice into PCMO and project planning to speed issue resolution and drive improvements in both internal and external experiences. The Inquba solution delivered clear performance insights and customer personas, helping NSW HealthShare increase customer satisfaction by 25% and achieve continuous year-on-year gains while preparing to extend CX measurement into clinical settings.

NSW HealthShare

Jaymie Ling

Associate Director