Case Study: Vodafone New Zealand transforms customer experience and boosts tNPS with Thematic

Vodafone New Zealand boosts tNPS in 9 months with Thematic

Vodafone New Zealand, a key pilot market for Vodafone Group, had an ambitious goal to significantly increase its Touchpoint Net Promoter Score (tNPS) across all customer-facing teams. The company used an established Voice-of-the-Customer platform but needed deeper, more actionable insights from its customer feedback data to drive this transformation.

Using the Thematic analytics product, Vodafone automated the analysis of its NPS customer verbatims to identify specific themes and root causes. This provided data-driven insights that enabled teams to prioritize and focus on the most pressing issues. After nine months of using Thematic, Vodafone New Zealand saw an overall increase in its tNPS, began tracking alongside its global peers, and gained the confidence that it would hit its annual target, with a positive return on investment achieved in a short time.

Vodafone New Zealand