Case study / NGS Super
From webinar
to member action.
An invitation starts the conversation. What happens before and after the live session determines whether it leads anywhere. I look after NGS Super’s webinar journey, from audience planning and registration to follow-up and business outcomes.
in initial pension account balances
Recorded from accounts opened after webinar attendance, using an up-to-six-month reporting window.
Rounded from internal FY2025–26 reporting. Webinar attendance was one touchpoint in the broader member journey, not a claim of sole attribution.
01 / The journey
One connected journey
The workflow crosses the website, email, Zoom, video and reporting. I bring those pieces together so a member can move from a relevant invitation to a live session, a useful follow-up and a next step.
- 01
Plan and invite
Audience segments, webinar content, registration page, invitations and reminders.
- 02
Host and respond
Live webinar delivery, then distinct follow-up for attendees and people who registered but missed it.
- 03
Continue the conversation
Review satisfaction ratings and comments to improve follow-up, with a separate, voluntary path for members who choose to share a public review.
- 04
Measure and improve
Read promotional email and registration performance, iterate the next send and add a targeted reminder when registrations need a lift.
02 / My role
Connecting production with purpose
I manage the program across content, registration, email promotion and reminders, platform delivery, post-event nurture and reporting. The original workflow map showed fragmented touchpoints and manual project management across teams. I look for opportunities to make scheduling, reminders and follow-up more consistent without losing the relevance of each message.
The session is one moment. The program is the whole relationship around it.
03 / Campaign in practice
A schedule shaped by performance
The campaign plan created consistency, but it was not treated as fixed. I monitored promotional email engagement and registration pace, then used those signals to refine the next communication and send a targeted reminder when the program needed a registration boost.
- LaunchInvite and register
Promotional email, landing page and registration flow go live.
- ReadCheck the signals
Review opens, clicks and registrations against the campaign pace.
- BoostIterate the next send
Refine the communication and add a targeted reminder when needed.
- DeliverMake joining easy
Final reminders, joining information and live webinar delivery.
- ContinueFollow up by behaviour
Separate attendee and absentee follow-up, survey, recording and nurture.
Live examples
How the journey showed up
The public schedule made topics, dates, local time zones and booking actions easy to scan. The campaign email brought related sessions into one plain-language invitation, with a clear action for each webinar.
View full snapshot ↗
View full sample ↗
Selected examples are shown as evidence of the delivered experience. NGS Super branding and source artwork remain © NGS Super Pty Limited.
After the session
The survey turned feedback into a useful next step.
The flow captured a satisfaction score and open comments, then let members choose whether they wanted a planner or specialist to contact them, identify relevant advice topics and request the slide deck. I used those signals to shape follow-up and improve the next webinar.
- 01 / Listen
Capture satisfaction on a 0–10 scale and invite open comments.
- 02 / Route intent
Offer optional contact with a financial planner or super specialist.
- 03 / Continue value
Record advice interests and offer the presentation deck by email.
- 04 / Improve
Use the combined signals to refine content and follow-up.
Feedback and advocacy
Making it easy to share public feedback
I also shaped a voluntary path for members who wanted to describe their webinar experience publicly, directing them to the relevant national or state Google Business Profile. Survey ratings informed improvements to the program; the public review was a separate expression of the member’s own experience.
★★★★★“Excellent webinar providing a lot of practical information about managing super.”
Historical public Google review · reviewer anonymised
The supplied screenshot dates this review to roughly four years before this case study. It illustrates member sentiment, not a measured uplift in Google rating or an outcome of the 2025–26 reporting period.
04 / Measurement
What the reporting revealed
The broader program delivered 28 webinars. Separately, conversion reporting connected attendance with pension account actions observed within a window of up to six months. These public indicators are rounded and describe association across the broader member journey.
Webinar program and conversion snapshot · rounded indicators
The webinar count reflects program delivery. Conversion outcomes are rounded from the supplied reporting snapshot; webinar-level balances, exact conversion figures and member-level data are withheld.
The performance lens
Beyond attendanceEmail response and registration pace informed campaign changes. Attendance, survey feedback and referrals then helped build a longer view of member action.
The reporting shows association across the journey; it does not claim the webinar alone caused a financial outcome.Source: internal NGS Super webinar conversion reporting supplied for this case study. The dashboard screenshots are not reproduced.
Attendance is only part of the story. I used email engagement, registration pace, survey sentiment, referrals, Google reviews and downstream account outcomes to decide what the next webinar journey should do differently.