TasNetworks: From 140 to 5,000 Monthly CX Responses
TasNetworks operates Tasmania’s electricity network infrastructure that millions depend on every day.
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+140 to 5K
Feedback Volume Growth
TasNetworks achieved the robust, regulatory-grade sample sizes needed for confident operational and executive decision-making statewide.
2 Days
Survey Turnaround (was 4–6 weeks)
Survey delay cut from 4–6 weeks to 1–2 days. Reporting lag eliminated from 2 months to real-time — turning customer experience data from a historical record into a live decision tool.
Statewide
Real-Time CX Visibility
From one team’s dashboard to every field team, depot, executive and department seeing the same live customer data across Tasmania — customer-centricity embedded enterprise-wide.
Moving to a Real-Time Customer Insight Engine
|
BEFORE |
AFTER |
|
|---|---|---|
|
FEEDBACK VOLUME & REGULATORY CONFIDENCE |
~140 responses per month — less than 1% of all interactions captured. No meaningful segmentation. Low statistical confidence that couldn’t meet regulatory reporting thresholds or support credible executive decision-making |
+3,400% growth to 2,500–5,000 responses per month. Full segmentation capability restored. Regulatory-grade data confidence achieved — with consistent, defensible insights now embedded into board-level reporting across the organisation |
|
FEEDBACK CADENCE |
Surveys sent 4–6 weeks after an interaction; reports took a further 4 weeks to compile and distribute. Total lag: 2–3 months from customer experience to decision-maker insight. By the time data arrived, the moment had passed |
Surveys triggered within 1–2 days of an interaction. Automated real-time dashboards replace static PowerPoint reports. Executives review live results daily on mobile. Field teams alerted instantly — resolution possible while the customer is still in the conversation |
|
ENTERPRISE |
CX insight siloed to one team. No mobile access, no field alerts, no statewide distribution. Customer-centricity was a CX team priority — not an organisational one. Manual data flows consumed the team’s time and created data integrity risk |
Customer-centricity embedded enterprise-wide across all field teams, depots, digital, operations and executive leadership. Fully automated statewide insight distribution. Secure, automated data flows eliminate manual work — freeing the CX team for analysis and strategy |
“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
From Data Drought to Real-Time Customer Intelligence
+3,400% feedback growth proves that sample size is a strategic asset, not a reporting metric
Going from 140 to 5,000 responses per month didn’t just improve TasNetworks’ data — it transformed what they could do with it. Regulatory reporting became defensible. Segmentation became reliable. Decisions became confident. As Adam Hinds, Leader of Customer Experience at TasNetworks put it: “Our scores have stabilised, and we have far greater confidence in our decisions. The programme is now a true driver of customer-centric change.” Volume is not a vanity metric. It is the foundation of everything that follows.
Eliminating a 2-month reporting lag changes what CX data can actually do for an organisation
When insights arrive 2–3 months after the customer moment, they can only explain the past. TasNetworks’ old system forced decision-makers to act on stale data — or not act at all. Real-time dashboards changed the equation entirely. “It was difficult — by the time we got the report, we were two months down the track,” said Adam Hinds. Speed of insight is speed of improvement. Closing that gap is not a technical upgrade. It is a commercial transformation.
Real-time field alerts convert reactive service teams into proactive ones
With instant alerts reaching field teams and depots the moment feedback arrives, TasNetworks could begin resolution while the customer was still in the conversation. The shift from reactive to proactive is the difference between managing complaints and preventing them — and in an essential services environment where outages and disruptions are unavoidable, the speed of the response defines the customer experience more than the incident itself.
Enterprise CX reach requires automated distribution, not just a central dashboard
Making customer-centricity an organisational value — not just a team function — required TasNetworks to ensure every department saw the same live data at the same time. That meant automated statewide distribution of insights across field, operations, digital and executive teams, plus executive mobile app access for live performance data on the go. “We now beam real-time results right across the State,” said Adam Hinds. “It’s been a game changer.” Embedding CX enterprise-wide is an infrastructure decision, not a culture one.
Regulatory confidence is a CX programme output in essential services
TasNetworks operates under strict regulatory oversight. Their old system captured less than 1% of interactions, making regulatory confidence thresholds impossible to meet. The new programme didn’t just fix this — it flipped it. Robust, segmented, regulatory-grade data turned compliance reporting from a risk into a strength. For any utility, government service or regulated industry, the ability to defend CX data in a regulatory context is not a bonus. It is a prerequisite for the programme to exist at all.
A seamless transition preserves reporting continuity and sets the foundation for predictive intelligence
TasNetworks could not afford a single gap in regulatory reporting during the platform transition. Resonate CX and TasNetworks co-designed the migration to ensure continuity throughout — no gap in data, no disruption to customers or staff. That discipline in transition also set up the next phase: overlaying voice of customer data with operational and smart meter data, expanding measurement into more service interactions, and using AI to surface risk signals, churn indicators and emerging opportunities before they become visible in traditional metrics.
TasNetworks
TasNetworks is Tasmania’s state-owned electricity network provider, delivering reliable power and supporting the transition to a renewable energy future.
INDUSTRY
Public Utility | Infrastructure
HEADQUARTERS
Tasmania, Australia
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Recognised for CX Excellence: Spring 2026
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