Welcome to the Customer engagement initiative 2025.
Where we are committed to championing exceptional customer outcomes.
Register now.
We’ve learnt firsthand the power of listening to help inform our plans. Listening and acting on what you’ve told us has helped us, serve you better. And, listening to our customers’ helps us ensure they are treated fairly and have every opportunity to give us feedback on their experience with us, so together, we can continually improve and aim to deliver and exceed their needs.
Net Promoter Score (NPS) surveys are one of our listening posts, that help capture valuable learnings, enabling us to continue to listen and improve outcomes.
How it works.
The Customer engagement initiative 2025 programme is designed to recognise advisers for exceptional customer outcomes by NPS survey scores. All qualifying advisers need to have a minimum of 5 survey responses submitted with an overall positive NPS score, during the programme period. The survey questions will concentrate on the customer's recent experiences, whether they have just joined or are at the review stage and will assess their current satisfaction with their advisers using the NPS methodology.
The overall top positive scores will determine if their advisers qualify for a place at the exclusive forum in early 2026.
Sign up now.How it is even better this year.
More spots at the forum.
We have opened an additional 50% of places to advisers, ensuring the top 45 advisers with positive scores get the opportunity to attend.
A longer qualifying time.
You now get 6-months to gather surveys giving you greater opportunities to receive and learn from your customers' feedback.
Better engagement tools.
With the option to receive a cc email when surveys go out enabling improved engagement with your customers.
Better visibility of how you are tracking.
Better tracking with a new personal dashboard detailing # of survey submissions including your current overall score.
More professional development sessions.
Longer business sessions focusing on professional development, using survey results and developing insights and strategies to continuously improve our customers' experience.
Continuing professional development recognition.
A certificate of completion will be provided to forum attendees as part of their Continuing Professional Development, which can be used as recognition of their ongoing professional development.
Here’s what you need to know about the programme.
The campaign period will run between 1-May and 31-October 2025 (20-weeks). The 45 top qualifying advisers will be invited to an exclusive professional development focused forum.
How to qualify:
- Have a minimum of 5 survey responses submitted during the programme period and;
- A positive Net Promoter Score.
- The survey questions will focus on recent contact with you or your team and the likelihood of recommending you based on that interaction.
Customer engagement forum.
- For the successful members of the programme who secure a place at the forum, it will take place in early 2026 and will be hosted by our wider leadership team and Business managers.
- One of the advantages of attending the forum is our professional development sessions on how to continue to improve great customer outcomes including deep dive business sessions focusing on ways for attendees to amplify their customer retention and growth.
- As part of their Continuing Professional Development, advisers who attend the forum, will be provided with a certificate of completion, which can be used as evidence of their ongoing professional development.
- There will also be sessions sharing new customer insights from the survey results, generating robust discussions on how we can make a real and lasting difference to New Zealanders.
Look out for more details being announced soon.
Here's what some of our 2024 forum participants had to say.
"The whole experience was fantastic. The business sessions were relevant and interesting. My main learnings were the subtle differences in improving the customer experience and the effect that that can have on your business as a whole, in terms of client stickability and generation of referrals."
Ben Gladwell
Director, Gladwell Financial
"It had a great mix of learning and development. Taking time to understand our customer engagement scores was a valuable exercise. It highlighted that setting clear expectations and communicating with clients at each step of the process is fundamental to their overall experience and satisfaction."
Phil Robinson
Director, Phil Robinson Insurance
Registration form.
Thanks for taking part in our Customer engagement initiative for 2025. We appreciate your commitment to championing great customer outcomes and supporting our dedication to continued growth together.
To take part in the programme you need to register by close of business 30-June 2025.