Negative Customer Experience
Client wanted to analyze customer feedback across all touch points, regarding negative experiences with their company to isolate the problem areas and prioritize their response to those problems.
We created a text mining ontology that included all of the problems that customers had complained about in the past. Next we processed all of their customer data streams through the ontology for a specific period of time. This was designed to flatten out seasonal peaks that might skew the results.
The client was surprised to learn that subjects they thought would be a problem such as Fulfillment and Availability, were not. However, Refunds and Returns were related issues that led to a joint effort between accounting and operations to design a new internal process for handling these issues.
MineTech | Apr 19th, 2016 | customer, data, experiences, feedback