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Elevating CX through NPS and CSAT Metrics Featuring Good2Give

Deep dive into Good2Give’s commitment to excellence in the realm of CX and how they harness the Voice of the Customer (VoC) to drive a successful Business Growth Strategy.

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For Good2Give, customer experience is an important part of sustaining growth and strengthening client relationships.

Joe Kelly shares how Good2Give uses Resonate CX to gather timely feedback, uncover issues before they escalate and turn customer insights into action across the business.

“We now use NPS as a conversation starter—thanking customers for positive feedback and quickly acting on neutral or negative responses. I fundamentally believe it’s important to have a mechanism where clients can provide feedback so we can identify any systemic issues and address them before they become problems.

You need to communicate regularly and clearly. And when following up, you need to have a solution or at least a plan.”

Joe Kelly

Chief Customer Officer | Good2Give

KEY LEARNINGS

Turning Customer Feedback Into Stronger Client Relationships

01

Timely feedback helps identify issues before they become bigger problems

Regular NPS and post-interaction CSAT give Good2Give an early view of client sentiment, allowing the team to address concerns before they risk affecting the relationship.

02

Verbatim feedback reveals what the scores alone can’t

Customer comments provide the context behind the numbers, uncovering frustrations and opportunities that may never surface in regular client conversations.

03

A “good” score doesn’t always mean a strong relationship

An NPS score of 8 may look positive, but it represents a neutral customer. Good2Give uses these responses to understand what’s missing and identify opportunities to turn satisfaction into genuine advocacy.

04

Fast follow-up shows customers that their feedback matters

Good2Give aims to respond to concerning feedback within 24 hours, giving teams the opportunity to acknowledge issues, provide solutions and demonstrate that action is being taken.

05

Consistency is key to delivering great customer experiences

Feedback has highlighted differences in service delivery across the team, prompting Good2Give to define what good service looks like and create a more consistent experience for every client.

06

Customer feedback can help shift the culture of an organisation

With the whole team involved in understanding NPS and CSAT, feedback has become more than a CX metric—it has encouraged ownership, collaboration and pride in delivering better client experiences.

Good2Give is an Australian workplace giving organisation that helps businesses and employees make a greater social impact by connecting them with charities through technology and giving programs.

INDUSTRY

Non-Profit

HEADQUARTERS

New South Wales, Australia

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Recognised for CX Excellence: Summer 2026 

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