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Case Study

Auto & General Case Study: Promoters increased by 20% within first 18 months live

Auto & General, an Australian insurance company and recent recipient of the Australian Customer Service Excellence Award, is combating churn by shifting its customer-sympathetic culture to a customer-centric one. Since implementing Medallia’s CEM platform, Auto & General has seen an 11-point increase in NPS and its share of promoters has increased by 20%. Using multichannel communication and text analytics to close the loop in real time and identify root causes in customer feedback, Auto & General engages the entire organization around its customers.