Uncovering key delight moments and barriers for customers of an auto manufacturer

Using STAN, we analysed over 50,000 text responses and discovered five new NPS drivers for our client.

Challenge

The client's existing Voice of Customer (VOC) platform tracks customer satisfaction and allows the auto client to close the loop. But it is limited in its ability to dive deeply into the hundreds of thousands of customers’ rich open ended responses.

Approach

Using STAN, we analysed over 50,000 text responses and discovered five new drivers of customer experience, such as timeliness ("[Name] keeps in touch with progress and extremely satisfied with work carried out in a very timely manner.") and reliability of information ("The final cost for my service was much higher than what [Name] at the service reception desk told me when I came in.").

Insight

We linked new and existing customer experience (CX) drivers to Net Promoter Score (NPS) and quantified the most important themes to drive recommendation.

Impact

Looking at the top drivers for improvements in NPS, two of the five were discovered in the open-ended VOC analysis.

Get in touch
Related solutions
Obtenez rapidement des insights détaillés sur vos clients en utilisant toutes les sources de données non structurées, Internet, questions ouvertes des enquêtes, données voix et texte.