Discover the highlights of feedback from B2B and B2C companies such as car manufacturers, energy providers, telecom companies, banks and companies specialising in online gaming, digital marketing and advertising…
Numbers and letters (again)
A strong wish of this car manufacturer is to depart from a mainly numbers and indicators-based vision, as such parameters may prove subjective and potentially be biased. To avoid that, it is possible to implement a concrete, reliable measure: Customer Sentiment assessment.
From 0 to 10, all interesting
Manual analysis commonly leads to excessive focus on verbatim that score very low. Automatic analysis, being exhaustive and unbiased, enables on the other hand the identification of improvement suggestions expressed by satisfied customers.
For a few years, this car manufacturer has been holding “quality meetings”. These are meetings occuring (at least) on a monthly basis which aim to train all staff on how to exploit results extracted from verbatim analysis.
Proof by verbatim
Customer feedback is a reliable source to confirm or infirm intuitions regarding what might irritate customers. For instance, this do-it-yourself company came to the conclusion that, contrary to what was first thought, charging for its fidelity card was not perceived as an issue by customers.
One loan and short behind the ears, please
Nowadays, customers review and compare their experience with different brands from all sectors. Reception in a banking establishment may be compared with the reception offered by a hairdressing salon, leaving brands no other choice than to perform self-assessment in order to provide the best possible experience.
The verbatim bonus
A variable part of the compensation of this advertising and digital marketing company’s collaborators is based on the surveys’ response rate rather than the associated scores.
Less is more...
Many sectors haven’t got surveys’ response rate as high as the ones found in the automotive industry. Simplifying customer surveys can thus prove a best practice leading to increased amounts of feedback, especially when favouring open-ended questions, while limiting closed questions.
Customer service culture
This energy supplier has challenged itself to transform its corporate culture.
Its goal is to maintain the same level of reactivity and competence while improving the sense of service and proximity towards customers.
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