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CX CASE STUDY

Workplace Assured: 25% Response Rate on First VoC Program

Embark on an enlightening journey through the B2B landscape with the Workplace Assured case study.

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25%+ 

B2B Response Rate 

High B2B client engagement achieved in the Call and Escalate voice of customer programme — well above industry benchmarks for workplace relations advisory services. 

Top 3 

Advisor Drivers Identified 

Data-backed coaching priorities surfaced from real client feedback — giving advisors a clear focus for every client interaction to drive customer advocacy. 

2 Journeys 

Fully Mapped & Measured 

Customer experience management across two key episodes — from initial advisory call through escalation — with real-time loop closure at every critical touchpoint. 

Transforming CX in HUMAN RESOURCES

Discover How Workplace Assured Transformed B2B CX

BEFORE
AFTER

Feedback Programme

BEFORE

No structured voice of customer programme had ever been deployed at scale within the organisation — client experience was unmeasured, and no advocacy baseline existed across NSW Business Chamber’s workplace relations advisory services.

AFTER

First-ever B2B customer experience management programme designed and launched from scratch, covering two key customer journey episodes with critical touchpoints — establishing a repeatable, scalable feedback structure tailored to unique organisational needs.

B2B Engagement

BEFORE

No mechanism to gauge how effectively advisors were engaging clients or which interactions were driving satisfaction — service quality assessment was anecdotal and inconsistent across the advisory team.

AFTER

Over 25% response rates achieved in the Call and Escalate programme; top three advisor engagement drivers and top two customer delight drivers identified from real feedback — giving the team a data-backed framework for improving every client interaction.

Loop Closure

BEFORE

No consistent operational rhythm for following up on client feedback — issues raised by clients went unresolved or were actioned slowly, without the internal visibility needed to drive swift service improvements.

AFTER

Real-time alerts and in-app notifications enabled the organisation’s quickest-ever turnaround on closing the loop with clients — embedding customer centricity as an operational standard across the advisory team.

“We wanted to work with a partner who would help us navigate the waters of a Voice-of-Customer pilot as part of our digital customer-first transformation.

The integrity and commitment of the Resonate CX team is something not often come upon in partner. Our journey was made so much more effective and efficient because we knew they were in it for our success.”

Mei Koon

General Manager | Marketing and Communications | Workplace Assured

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KEY LEARNINGS

Building a B2B VoC Programme from the Ground Up

01

A strong VoC programme starts with the right design

For its first-ever VoC programme, Workplace Assured worked with Resonate CX to design feedback around two critical customer journey episodes. Getting the scope, touchpoints and survey approach right created a foundation for actionable insight.

02

25%+ B2B response rates are achievable

Workplace Assured achieved more than 25% response rates in its Call and Escalate programme by tailoring survey timing, length and format to the B2B customer journey.

03

Establishing a baseline makes improvement measurable

Resonate CX helped Workplace Assured establish its first customer advocacy baseline, creating an ongoing rhythm to track and improve NPS over time.

04

Real-time alerts speed up service recovery

Real-time alerts and in-app notifications helped Workplace Assured close the loop faster, turning client feedback into immediate action.

05

Driver data shows advisors where to focus

The programme identified the top three drivers of advisor-client engagement and two key customer delight drivers, giving advisors a clear, evidence-based focus for improving interactions.

06

A successful pilot builds the case for CX investment

Live feedback demonstrated how a stronger feedback loop could improve service speed, surface actionable insights and strengthen client relationships — providing evidence for continued CX investment.

Workplace Assured was an Australian HR and employment relations solution that helped SMEs manage compliance and workplace risk, before ceasing operations.

INDUSTRY

Human Resources | Non-Profit

HEADQUARTERS

Australia

Developed by

NSW Business Chamber

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