Vision Australia’s client responsiveness and standards development

Vision Australia is a prominent non-profit organisation, dedicated to providing essential services and support to over 25,000 individuals across Australia who are affected by blindness or low vision. With an extensive network of 35 physical locations and online resources, Vision Australia is a trusted partner in helping Australians achieve their chosen aspirations in life.

Driven by a clear objective to enhance their customer experience (CX) program, Vision Australia sought to gather valuable insights into their customers’ journey by focusing on specific touchpoints. As a first-time endeavour of this nature, Vision Australia enlisted the expertise of Qualtrics and Act XM to implement an all-encompassing and seamlessly integrated listening tool for their customer experience initiatives.

To fulfill the client’s desired seamless and enhanced customer experience, we assembled our team of research advisors and solutions technicians to create, test, and refine Vision Australia’s customer experience program. Throughout the implementation process, our account management team provided ongoing program management support to ensure all operational requirements were met.

One of the main components of our solution for Vision Australia was the implementation of TextIQ. By incorporating TextIQ into their solution, Vision Australia gains the ability to extract important themes from large volumes of unstructured, open-text data and transform it into logical and actionable insights.

The solution we delivered to Vision Australia allows them to leverage their existing IT investments and enhance the efficiency of their Qualtrics platform. Through seamless integration with other technologies, their CX platform enables immediate action to feedback on a large scale. This, combined with our program support, allows Vision Australia to focus on delivering valuable services and programs to their clients.