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 Retail

Discover How Workplace Assured Transformed B2B CX

	BEFORE	AFTER
FEEDBACK PROGRAMME	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	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	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	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	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	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

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

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

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

Leveraging Customer Feedback for Success

Designing a VoC programme from scratch requires a consultative foundation

When Workplace Assured embarked on its first-ever voice of customer programme, there was no internal template to follow. Resonate CX worked alongside the NSW Business Chamber team to consult, design and operationalise a feedback programme built around two of their most critical customer journey episodes. The lesson for any B2B organisation launching CX measurement for the first time: the design phase is not administrative — it is strategic. Getting the scope touchpoints and feedback mechanisms right at the outset determines whether the programme generates actionable insight or just data noise.

25%+ B2B response rates are achievable with the right programme design

B2B customer experience surveys are routinely dismissed as low-engagement by default — but Workplace Assured achieved over 25% response rates in their Call and Escalate programme. This result was not accidental. It came from a programme designed around the client’s actual interaction points, with survey timing, length and format calibrated to fit the B2B relationship context. High B2B response rates are a design outcome, not a lucky outcome.

Capturing a customer advocacy baseline is the first step to improving it

You cannot improve what you have not measured. One of Workplace Assured’s primary challenges was the absence of any customer advocacy score to build from. Resonate CX helped the organisation establish that baseline — capturing NPS and advocacy metrics for the first time at scale — and then creating the operational rhythm needed to track and improve those scores over time. In a B2B workplace relations context where client retention is the commercial foundation, customer advocacy is not a vanity metric; it is a leading indicator of revenue risk.

Real-time alerts create the fastest path to service improvement

The gap between a client raising an issue and a business acting on it is where trust erodes. Workplace Assured used Resonate CX’s real-time alert and in-app notification system to build the organisation’s fastest-ever loop-closure rhythm — ensuring that feedback from advisory calls and escalation touchpoints triggered immediate internal action. Operational speed in closing the customer feedback loop is a direct driver of B2B client retention.

Driver data tells advisors exactly where to focus their energy

Feedback programmes that only report satisfaction scores leave advisors without direction. Workplace Assured’s programme went further — surfacing the top three drivers of positive advisor-client engagement and the top two factors that created genuine customer delight when designing advice packages. This gave the advisory team a clear, evidence-based framework for prioritising behaviour change — moving from ‘be better’ to ‘do these specific things better’.

A proven feedback loop is the strongest internal business case for CX investment

One of the most common blockers to CX programme investment in B2B organisations is the absence of internal proof. Workplace Assured used its pilot programme to demonstrate — with live data — that an active customer feedback loop improved service speed, surfaced actionable insight and strengthened client relationships across their workplace relations advisory offering. The result was a compelling case for ongoing investment, built on operational evidence rather than theoretical benefit.