NPS Campaign 2025
project overview
This NPS campaign was developed for Iress as part of a wider initiative to communicate ongoing improvements to customer experience ahead of the next customer survey in late 2025. The challenge was to create a campaign that felt credible and relatable to existing clients, while building confidence that meaningful change was actively taking place across the business.
project type
Campaign
year
2025
my role
Creative design lead
client
Inhouse - Iress
Creative Development
I led the project end-to-end, working closely with the Customer Experience team to refine the initial brief before moving into ideation, concept development and final delivery. Early storyboard concepts explored themes rooted in empathy and everyday frustrations familiar to customers; clunky software, app overload, stressful working environments and the daily commute all became starting points for the creative direction. The aim was to make the messaging feel human and authentic rather than overly corporate or promotional.
Design Execution & Impact
Once the concept was selected, I refined the visual direction through typography, layout and supporting assets to create a more distinctive and engaging campaign identity. The typeface Bitcount Mono Single was used to achieve tighter, more expressive typography, while a suite of custom emojis was created to reinforce the tone and messaging across campaign touchpoints. The campaign helped contribute to an increase of over 50 combined NPS points across Wealth and Sourcing by early 2026, supporting wider efforts to improve customer perception and engagement.