TasNetworks Case Study
TasNetworks operates Tasmania’s electricity network infrastructure that millions depend on every day.
Moving to a Real-Time Customer Insight Engine
Read the CX Case Study
“The digital development teams on both sides worked exceptionally well together. We couldn’t afford a single gap in reporting, and we didn’t.”
Our scores have stabilised, and we have far greater confidence in our decisions. The programme is now a true driver of customer-centric change.”
Adam Hinds
Leader, Customer Experience | TasNetworks
What happens when a regulated utility starts listening in real time
Volume is the foundation of confidence
Going from 140 to 5,000 responses per month didn’t just mean more data, it restored the statistical credibility needed to act, segment meaningfully, and report with authority to regulators.
When everyone sees the data, everyone takes ownership
Broadcasting CX results statewide dismantled the belief that customer experience was “just the CX team’s problem,” embedding customer-centricity across field, ops, digital, and customer divisions.
Shorter surveys produce richer insight
Removing redundant questions and using existing operational data to pre-fill context improved both response quality and volume, proving that less friction means more signal.
Automation turns a reporting burden into a strategic advantage
Eliminating weeks of manual reporting freed the CX team to focus on analysis and strategic improvement.
Enterprise-grade migration is only possible with a true implementation partner
For a regulated utility handling sensitive customer data, zero disruption wasn’t aspirational, it was mandatory. Resonate CX co-designed the transition so no insight was lost, and no customer felt a thing.
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