Case Study: Z Energy achieves evidence-based customer experience innovation with Optimal Workshop

Z Energy boosts pay in app transactions by 70% with Optimal Workshop

Z Energy, a New Zealand fuel distributor, faced the challenge of evolving its traditional services for a digital world while transforming its customer experience. They needed a systematic, evidence-based approach to validate decisions for new initiatives like EV charging and food pre-ordering. To achieve this, they turned to the vendor Optimal Workshop, utilizing its platform including Qualitative Insights and Surveys.

Optimal Workshop's unified platform provided a centralized solution for interconnected research studies, enabling Z Energy to conduct everything from card sorting to in-depth interviews. This evidence-based approach led to significant results, including a 30% increase in pre-order coffee transactions, a 21% rise in active app customers, and a 70% increase in pay-in-app transactions. The vendor's tools also helped identify operational pain points and develop scalable solutions like an EV charging dashboard, embedding a culture of data-driven decision making across the business.

Z Energy