Customer engagement initiative 2025.
Where we are committed to championing exceptional customer outcomes.
Registrations are now closed.
The difference engagement makes.
We are already seeing the positive impact of your collective efforts throughout the Customer engagement initiative (CEI).
Programme stats snapshot.
- Advisers in the programme: 348
- NPS scores of top 45 advisers: From +64 to +100
- Total surveys submitted: 1,628 feedback surveys collected from your customers.
Positive shift in NPS.
Our NPS has remained strong in new business, with a steady performance across the programme period. The remarkable improvement has been in renewal scores, which saw a significant uplift:
| Programme period | New business surveys | Renewal surveys |
| Jan-May 2025 NPS | +45 | +6 |
| July-Oct 2025 NPS | +46 | +13 |
| Increase in NPS | +1 | +7 |
July to October NPS insights.
This shift in renewal NPS becomes even more notable when segmented by adviser participation in the CEI initiative:
- Advisers in the programme made up 55% of responses and demonstrated a markedly higher Fidelity Life NPS of +25, compared to +1 among non-participants.
- Customers are significantly more likely to recommend advisers involved in CEI (+43) than those who weren't (+1).
Historically, advisers who participate in the CEI have always received stronger ratings, but since the initiative's launch, their scores have doubled. This highlights the positive impacts of our Customer engagement initiative and the value of using NPS as a listening post.
This also illustrates the importance of customer engagement; how much we value the impact it has when it is done well and with the right intention.
Your personal dashboard.
You’ll have ongoing access to your dashboard, so you can continue to view valuable new feedback coming through on surveys. If you haven’t logged in and are keen find out more, reach out to your Business manager and we can help get you set up.
Find out more.
More customer engagement insights to come.
Keep an eye out as we look to share more customer engagement insights over the coming months. This will not only be from what we learnt in the programme, but also our recently announced Thought leadership will offer even more insights into customer behaviour and what makes great engagement.
Customer engagement forum.
The Hilton, Taupō | 19-21-February 2026
- Our forum will be held in the naturally beautiful iconic New Zealand location of Taupō.
- For the successful members of the programme who secure a place at the forum, it will take place from 19-21-February 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.
Invitations to the forum will be sent out in November after the programme survey period closes on 31-October 2025.
Click below for more details.
Find out more.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