Case Study: NSW Business Chamber achieves stronger customer advocacy with Resonate Solutions

B2B workplace relations solution provider - Customer Case Study

NSW Business Chamber, a B2B workplace relations solution provider, wanted to partner with Resonate Solutions to navigate a Voice-of-Customer pilot as part of its digital customer-first transformation. The organization needed to operationalize customer experience feedback across two key customer journeys, identify what drove advisor performance and advice quality, introduce VoC internally, and baseline customer advocacy scores.

Resonate Solutions designed and implemented the feedback program, covering clients across two episodes and using real-time alerts and in-app notifications to support rapid closed-loop follow-up. The program achieved over 25% response rates in the Call and Escalate stream, identified the top three advisor focus areas and the top two drivers of customer delight, and helped prove the business case for an active customer feedback program.