Case Studies

The real Voice of the Customer in real time

A major Australian retailer determined to put the voice of the customer at the centre of the business needed a consistent measure of customer experience across the total estate and by branch and format.

The Issue
A major Australian retailer determined to put the voice of the customer at the centre of the business needed a consistent measure of customer experience across the total estate and by branch and format

Solution
With over 5,000 messages a week from multiple sources we developed a subject ontology around the key issues that the business consider critical – range, availability, perceptions around fresh products and much more.

Results
A clear understanding and measure of the key issues as the retailer management need to see them, week on week by format and branch. Identifying real issues in real time and which branches are not delivering as far as their customers are concerned.

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| Apr 15th, 2016 | ,