February 2018 Closed Workshop

This car manufacturer had identified delay in vehicle delivery as an important dissatisfaction factor in customer feedback. Esatis offers the opportunity to visualise co-occurring concepts within a verbatim, leading the company to notice that lack of information was frequently mentioned together with delay.

Rather than delay, it was the lack of information regarding delay which truly caused customer dissatisfaction.

One first step towards Voice of the Customer assessment, when it comes to collecting customer feedback on the phone, is having the phone call categorised by a call-centre operator. The limitation of this process, as mentioned by this prominent energy company’s Communications and Customer Relationship Director, is single-value categorisation.

As a matter of fact, one can’t expect the call centre agent to do more than trying to find the main category for the phone exchange they just had.

The European leader of cardboard packaging has recently implemented semantic analysis of chat discussions (powered by ERDIL). Two full days of work were previously required to have a chat messages sample categorised and extract insights, while automatic analysis now allows time to be spent on identifying pertinent levers, ie high-value work.

The experience gathered by this prominent car manufacturer allowed it to notice that the best way to internally convey the Voice of the Customer is to “reconstruct” the stories of a few customers, based on their messages.