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Perceptive and icare’s big win

7th November 2018

Perceptive and icare’s big win at the Australian Service Excellence Awards (ASEA)

Insights leader Perceptive has helped icare (insurance and care NSW) secure a win at the prestigious Australian Service Excellence Awards (ASEA), gala dinner on November 1st.

icare have been awarded, ‘Customer Service Project of the Year, for Continuous Improvement’ for their ‘Much More Than a Score’ Net Promoter programme, developed by Perceptive.

In 2015, Perceptive an icare embarked on an initiative to gain sorely needed customer insights to help reshape icare’s relationships, operations and processes through a bespoke customer experience management programme (CX).

Sourcing invaluable customer insights, Perceptive developed the “Much More Than a Score” programme, which aimed to increase icare’s Net Promoter Score (NPS) by shifting icare towards a customer-centric approach. The shift saw icare completely rebuild their customer experience system in response to customer needs.

CEO of Perceptive, Chris Pescott says, “The programme we’ve worked on with icare aimed to revitalise worker’s compensation insurance in NSW and we are thrilled that the success of the campaign has been recognised with this award. Over the past three years we have formed a close relationship with icare and we are extremely proud of the work we have been doing with them. This award accurately portrays how willing and successfully icare shifted their mindset, and how the organisation has evolved to become completely customer centric.”

Since the launch of the programme 2 years ago, icare’s Net Promoter Score (which measures customer experience and predicts business growth), has increased by 26 points, demonstrating a substantial rise in customer satisfaction.

Interim CEO of icare John Nagle says that, “the insights work we’ve done with Perceptive has helped us successfully develop a more inclusive, more adaptable, more reciprocal workers compensation insurance programme, that is being extremely well received by our customers. We are thrilled with this award and the results we have achieved, which demonstrate that NPS is much more than a score!”

The Australian Service Excellence Awards is Australasia’s premier customer service awards event. For the past 17 years attendees have come together to recognise best practice and innovation in customer service excellence. The category that icare won recognises projects that have had notable success in enhancing processes and/or systems to improve customer outcomes.

Through their commitment to world-class customer experience, icare have pioneered the delivery of workers compensation in Australia, evolving every aspect of how the business operates in response to real needs – and in doing so, living up to their promise of operating with a commercial mind and a social heart.

Perceptive Background: Perceptive is Australasia's leading technology-based research agency. Perceptive provides research and insights programmes to a variety of organisations across the Asia-Pacific, North America, United Kingdom, United Arab Emirates and India.


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