Case Study: NRG achieves company-wide innovation and complete customer-journey insight with NetBase Quid

NRG Uses Netbase Social Analytics to Power Innovation Across the Organization

NRG, a leading U.S. energy company serving nearly 3 million customers, faced a new reality: consumers were driving brand reputation through unfiltered social conversations. To stay innovative and responsive, NRG needed to surface and act on social insights across the entire customer lifecycle—from awareness to loyalty—to understand where customers were satisfied or getting stuck.

NRG adopted the NetBase social analytics platform and applied social data beyond marketing to product development, customer care, competitive analysis, and campaign measurement. The result was a complete, company-wide view of the customer journey, stronger stakeholder buy-in as insights matched traditional research, improved brand health and customer retention, and faster, data-driven decisions across the organization.

NRG

Heather Carlock

Manager of Marketing Intelligence and Business Strategy