Case Study: nib turns NPS feedback into actionable customer insights with Kapiche

nib reveals customer drivers and boosts NPS by 25 points with Kapiche

nib, a major Australian health insurer, was using InMoment to capture NPS feedback but struggled to analyze the open-ended responses to understand what was truly driving customer experience. They needed a solution to dig deeper into this qualitative data to identify what mattered most to their customers and to the business.

Kapiche was implemented to complement their existing InMoment data. The Kapiche platform analyzed the open-ended feedback, transforming it into clear themes. This allowed nib's leaders to confidently pinpoint the specific customer issues driving satisfaction and make strategic decisions. As a result, Kapiche helped identify the themes behind a significant 25-point NPS gain.

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