Enhancing Customer Service through Feedback Analysis (Net Promoter Score)
The customer feedback project aimed to improve the company's customer service by analyzing customer feedback provided through a survey at the end of each interaction.
New mobile apps to keep an eye on
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What new social media mobile apps are available in 2022?
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Use new social media apps as marketing funnels
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Try out Twitter Spaces or Clubhouse on iPhone
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What app are you currently experimenting on?
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Enhancing Customer Service through Feedback Analysis (Net Promoter Score)
The customer feedback project aimed to improve the company's customer service by analyzing customer feedback provided through a survey at the end of each interaction. The feedback was measured using the net promoter score and analyzed using sentiment analysis to identify positive, neutral, and negative feedback. The project also included clustering and topic identification to highlight key areas for improvement and monitor emerging trends in customer satisfaction. The results provided valuable insights that allowed the company to make targeted improvements to their customer service, resulting in increased customer satisfaction and business success.
What data we used
4'040 client feedbacks in multiple languages and the corresponding Net Promoter Score (NPS) ratings.
Objectives
— Identify patterns in positive and negative customer feedbacks
— Identify areas to improve customer service
— Proof NPS rating and feedback correlation (Positive feedback should result in a high NPS)
Deliverables
— List of semantically similar keywords for topics (mortgage = loan, property loan etc.)
— Interactive dashboard to play with number of cluster and NPS range
— 8 clusters identified with potential to improve customer satisfaction
