Protect and Succeed Programme
Executive Summary
Faced with restrictive regulations from the Financial Markets Authority, our client needed a creative way to drive employee performance while aligning with overarching business growth goals.
Incentive Solutions developed the “Protect and Succeed” programme, a campaign designed to reward exceptional behaviour without relying on traditional sales incentives.
The result? A significant boost in customer retention, enhanced employee morale, and measurable business performance improvements — all achieved within a compliant framework.
The Challenge
As the financial year end approached, our client sought to improve key performance metrics by encouraging customercentric behaviours among their employees.
However, they faced significant challenges due to Financial Markets Authority (FMA) regulations, which prohibit offering sales incentives tied to volume or value targets.
These legal constraints created a need for an innovative, compliant solution to motivate employees while reinforcing customer focus and aligning with business growth objectives.
The Solution
Incentive Solutions partnered with our client to deliver a Recognition programme that adhered strictly to FMA regulations while fostering high employee engagement. Named “Protect and Succeed,” the initiative launched in both New Zealand and Manila, rewarding employees for their efforts without dependency on sales targets.
This multi-faceted programme included several key features to engage and motivate employees:
- Small financial rewards for all qualifying product sales.
- A weekly “spin-the-wheel” game where participants could win spot prizes such as Starbucks vouchers, extended lunch breaks, and small appliances, creating a sense of excitement and anticipation.
- Localised prize schemes designed to resonate with employees in both New Zealand and Manila.
- Regular updates to prize offerings, ensuring sustained interest throughout the campaign.
Employee performance was carefully tracked, with participants receiving weekly statements highlighting their contributions. To maintain momentum, these statements included success stories, photos of past winners, and video encouragement from senior management.
At the campaign’s conclusion, a grand prize draw was held, sparking additional excitement among participants.
The Result
The Protect and Succeed programme delivered a range of outstanding results, exceeding expectations across multiple KPIs:
20% Increase in customers protected during the campaign, nearly doubling our initial goals.
9% Increase in Improved Net Promoter Score (NPS), rising from 44 to 48.
- Increasing a Net Promoter Score (NPS) by 4 points (from 44 to 48) can be significant, especially for businesses with a larger customer base. NPS improvements tend to become harder to achieve as the score gets higher because the movement involves converting detractors or passive customers into promoters, which often requires major changes in customer experience, service quality, or product offerings. Research and industry benchmarks suggest that even small increases in NPS can have a meaningful impact on customer loyalty and revenue.
- Employees completed an average of two extra calls per day, resulting in a significant productivity boost across a team of over 100 staff. For a call centre, this translates to over 200 additional calls handled daily, showcasing the program’s remarkable impact.
- A 66% reduction in late logins, dropping from 48 to 16 hours weekly, is highly significant for a call centre with over 100 staff. It means fewer delays in starting shifts, improved schedule adherence, and better resource allocation. This directly enhances operational efficiency, reduces customer wait times, and ensures smoother team workflows, ultimately boosting overall performance and service quality.
- Strengthened team culture, marked by greater collaboration and shared success stories.
The client was delighted with the work delivered by Incentive Solutions, from initial proposal, through to design, build and on-going management of the programme. Incentive Solutions was praised for its ability to remain flexible to the changing demands of the business and working with a multi-country team with evolving needs.
Employee Feedback
The programme received overwhelmingly positive feedback from participants, with employees highlighting a renewed sense of motivation, appreciation, and camaraderie in the workplace. From the client’s research, we know that 85% of participants wanted this promo to continue or happen again.
“Being recognised and rewarded for my work is incredibly gratifying… it gives me confidence and inspires me to keep improving and doing better.”
“This programme has had such a positive impact on me and my team. We’ve never done anything like this before, and I’d love for it to continue!”
“It’s amazing to know that our hard work is seen and rewarded, inspiring me to show up every day ready to give my best.”
Conclusion
The Protect and Succeed programme was a testament to the client’s commitment to driving performance in innovative, employee-focused ways. By aligning motivation with compliance, the campaign not only achieved its performance goals but also strengthened employee engagement and recognition.
As a result, the client has extended the programme and we look forward to celebrating even more success.
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