Customer Experience

Salt is a leading digital recruitment agency started in 2003 by sibling duo Jacqui and Shaun Barratt. In the years since, it has grown beyond its New Zealand beginnings to over 260 staff in 15 locations across the world. However, staying connected to customers and employees as you grow into a global company is no easy task.

“As we matured, we started to appreciate that we couldn’t get across all the feedback and couldn’t be everywhere to collect it first-hand,” says CEO and Founder, Jacqui Barratt.

Using Perceptive’s enterprise-level customer experience management platform, Customer Monitor, Salt is able to track their Net Promoter Score (NPS) and gather vital feedback from client and candidate alike.

Today, Salt’s Voice of Customer programme permeates the business, empowering employees at all levels. As a result, Salt now has high levels of customer advocacy and loyalty in all its offices around the world.

Kotahi, New Zealand’s largest containerized exporter is integral to New Zealand’s export and import sectors. In 2018, Kotahi decided to reassess how they measured customer experience.

For that, Kotahi turned to Perceptive.

“We wanted to know where Kotahi’s competitive advantage was,” says Josh Hosking, General Manager of Kotahi’s Customer team.

With Perceptive at their side, Kotahi set up a Voice of Customer programme that included a Net Promoter Score (NPS) survey with additional questions to drill into and understand the specific pain points of Kotahi's customers.

Empowered with customer insights, Kotahi has seen a significant turnaround in their NPS, which is now well above the industry average.

“We’ve moved our dial from not being an NPS market leader to being the market leader in our July 2020 NPS survey,” says Josh.

Ray White is a name synonymous with the property and real estate industry in Australia and New Zealand. But to keep building their brand, they needed to make their business customer centric. With that goal Ray White set out to understand their customers better, become a leader in customer experience, and achieve and sustain a consistently high Net Promoter® Score (NPS®).

In answer, Perceptive created an advanced two-stage customer experience programme, specifically designed for Ray White, which consisted of an NPS survey through Customer Monitor and an employee reward programme.

Within three months, Ray White saw a 95 per cent uptake across the business and over 30 per cent growth in their NPS.

Today, Ray White maintains  a world-class NPS between +75 and +79 (a world class score is considered anything above 50).