Discover below the highlights of the feedback from Delphine Martin, Voice of the Customer Manager at HomeServe, during our Thursday 11 March 2021 online Closed Workshop.
What customer listening and automatic feedback analysis-related ROIs have been gained by HomeServe?
Delphine Martin (HomeServe) : Customer Listening is nowadays a strong customer satisfaction driver for HomeServe. We use various devices including ERDIL’s automatic feedback analysis.
1. Swift overview of all the customer feedback, through Esatis, ERDIL’s output interface.
2. Identification of our customers’ main expectations, thus allowing more efficient targeting of which actions are to be implemented.
3. Guarantee of a real continuous improvement by calling back dissatisfied customers (whose score was below 5). We were able to recontact customers who couldn’t benefit from the usual service quality and reschedule new interventions when necessary. This has notably led to renewed loyalty from some of the customers.
What benefits have been brought by automatic feedback analysis?
Another company attending this Closed Workshop had already implemented an automatic analysis tool. They detailed the benefits of a continuous and automated Voice of the Customer monitoring:
“With an automatic device like ERDIL’s, the identification and tagging of verbatim are homogeneous. Thanks to that, we know how to count topics freely mentioned by our customers. We are also able to assess their impact and prioritise actions. We can track over time the evolution of mentioned topics.
Eventually, the implementation of automatic feedback analysis has enabled us to streamline our surveys by avoiding the multiplication of irrelevant closed questions and by removing scores associated with a too large range of topics.”
Why has Homeserve chosen ERDIL for feedback analysis?
(HomeServe): “Our first intention was to implement speech-analytics. Following benchmarking, we nevertheless realised that written text analysis was much more reliable. As we were already carrying out e-mail and text-transcribed phone surveys, our choice fell upon text mining.
Several reasons have then led us to choose ERDIL:
- • ERDIL provides a team of real linguistic experts which implement flexible patterns for understanding verbatim, which can be changed or improved over time.
• The analysis is not based merely on a keywords library but rather on actual understanding of the customers’ language.
• The team is quick to react and at your disposal.
• The output interface Esatis is frequently updated and enables identification of relevant insights and the providing of recommendations.”
How is data integrated into Esatis?
Several clients (such as HomeServe) attending this Closed Workshop mentioned the insertion of customer feedback into Esatis. Many of them exploit Voice of the Customer through different channels or with specific tools, such as surveys which vary according to the currently monitored indicator, or to the current customer journey’s step.
Séverine Vienney (ERDIL): “Our clients have a common database for all their surveys or monitored channels. But different data flows are implemented to exploit this data and visualise it through Esatis.
On the other hand, our clients’ KPIs and internal indicators (NPS, CSAT scores…) can be integrated and visualised through Esatis.
Our clients may tell us the metadata they want to have displayed in Esatis. Those fields can be used to filter verbatim (by region, product types…) or to sort, cross data in order to focus on specific parameters or verbatim.”
In the full review, you can also discover testimonials addressing the following issues:
- What improvements have been detected after the implementation of customer feedback analysis?
- How has verbatim analysis enabled our clients to monitor the issues related to health crisis, sanitary measures and personal protective measures?
- How should you use verbatim within your organisation?
- Are the analysis results available to collaborators working within a company’s various departments?
- When adding new topics or creating new surveys, are there any recommendations provided by ERDIL pertaining to the survey creation or monitoring processes?