NRMA Motoring & Services is Australia’s largest motoring group. Formed in 1920, NRMA now has over 2.4 million members in NSW and ACT and has become the state’s peak voice for motorists, advocating on behalf of members on issues such as petrol and alternative fuels, electric vehicles, road and vehicle safety, licensing laws, road investment and right-to-repair legislation.
NRMA is committed to providing members and customers with an exceptional service experience. In 2013, NRMA delivered an operating profit increase of 64 per cent, “This is a result of our people, innovation and our enduring focus on delivering legendary member and customer experience,” chief executive Tony Stuart said. In 2014, NRMA was recognised as an ABA10 Winner for Service Excellence in The Australian Business Awards 2014.
Most of NRMA’s frontline staff have participated in the ME Staff Development Program, helping employees to “Make the Difference” for members and customers. The program is tailored to each business and has been developed using member and customer feedback. NRMA has nominated Member Experience Representatives from across the business who act as ME champions, keeping ME messages alive in their teams. ME champions work with the Member Experience team to deliver continuous improvement projects and report on progress. A robust customer feedback initiative sees that around 20,000 customer compliments and complaints are recorded and analysed each year. Survey results are shared with leaders and staff including a full scorecard of results, feedback, compliments and suggestions.
