Financial services firm uncovers insights from customer survey responses
公司规模
1,000+
地区
- America
国家
- United States
产品
- Luminoso
技术栈
- Natural Language Processing (NLP)
- Data Analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
- Revenue Growth
技术
- 分析与建模 - 自然语言处理 (NLP)
- 分析与建模 - 预测分析
适用行业
- 金融与保险
适用功能
- 商业运营
- 销售与市场营销
服务
- 数据科学服务
- 软件设计与工程服务
关于客户
The customer is a Fortune 500 financial investment services firm that aims to enhance the adoption of its online customer portal. The firm has a dedicated Customer Intelligence Team consisting of 12 members who are responsible for analyzing customer feedback collected through Net Promoter Score (NPS) surveys. The firm receives over 9,000 survey responses each month, which are crucial for understanding customer sentiments towards new financial products. By leveraging these insights, the firm aims to engage in more targeted discussions with management and make efficient product improvements. The firm is focused on quickly processing large volumes of data, understanding the root causes affecting NPS, and surfacing key concepts for better management and product roadmaps.
挑战
This Fortune 500 financial investment services firm sought to improve adoption of its online customer portal. To increase its adopter base, the firm’s Customer Intelligence Team needed to surface key insights buried in customer data collected from Net Promoter Score (NPS) surveys, to which it received over 9,000 responses each month. With insights in hand, the team could better understand what customers thought of new financial products. This would enable targeted, valuable discussions with management and result in more efficient iterations on product improvements. The 12-person Customer Intelligence Team manually sorted and analyzed all responses. This translated to a loss of at least one full business day each month, totaling about 100 people-hours, in an attempt to simply read feedback. The firm needed to: Quickly process high volumes of data with no maintenance or manual intervention Understand root causes affecting NPS and trends over time Surface key concepts in data for management and product roadmaps
解决方案
The firm used Luminoso to analyze its survey responses in minutes, surfacing top concepts and uncovering dominant themes. The team could now also identify drivers causing shifts in NPS to share at all levels throughout the organization. This new understanding of prevalent topics and themes most affecting feedback scores enabled resource prioritization for improving products and services. The Customer Intelligence Team learned how customers felt about the website experience, especially in regard to frustrations with recent changes. The team used this information to reconfigure the website – and directly increase usage as a result.
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