Case Studies

Negative Customer Experience

Issue:

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.

Solution:

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 kamagra usa period of time. This was designed to flatten out seasonal peaks that might skew the results.

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.