Challenge
The client's existing Voice of Customer (VOC) platform tracks customer satisfaction and allows the auto client to close the loop. But it is limited in its ability to dive deeply into the hundreds of thousands of customers’ rich open ended responses.
Approach
Using STAN, we analysed over 50,000 text responses and discovered five new drivers of customer experience, such as timeliness ("[Name] keeps in touch with progress and extremely satisfied with work carried out in a very timely manner.") and reliability of information ("The final cost for my service was much higher than what [Name] at the service reception desk told me when I came in.").
Insight
We linked new and existing customer experience (CX) drivers to Net Promoter Score (NPS) and quantified the most important themes to drive recommendation.
Impact
Looking at the top drivers for improvements in NPS, two of the five were discovered in the open-ended VOC analysis.