Over the years, a range of companies from across the UK and the US have committed to improving customer experience based on feedback from customer reviews.
Here we share some of their stories and how our actionable insights have contributed to increase the business value of their Trustpilot reviews even further.
A British omnichannel retailer, dedicated to superior customer service, had collected Trustpilot review feedback from their customers more than a year
The retailer was rated overall ‘great’ by its customers (4 stars), which was below the company ambitions of delivering excellent customer experiences (5 stars)
The battle for winning customers within their industry was intense, and several of the competitors received better ratings of their customer experiences.
Through text analysis and collaborative teamwork, the drivers of ‘below excellent’ experiences in the customer reviews were identified to be a mix of staff behaviour during customer contact and delivery issues
Furthermore, a thorough performance analysis and forecast revealed the requirements on future review collection and ratings to drive the overall TrustScore to five-star (excellent)
Accordingly, performance targets for both review collection and average review ratings were set and monitored across relevant business areas.
The overall customer experience rating was improved from ‘great’ (4 stars) to ‘excellent’ (5 stars) within 90 days - and has remained on that level ever since
Staff received customer service training and had a performance management process established to monitor progress against customer experience targets
The performance management processes currently in place ensure both engagement and continuous customer experience improvements. Part of the management’s remuneration is now driven by the quality of customer experience they deliver.
We tailor our solutions to suit your business requirements for customer experience insights. Typically, we present our analysis and findings in PowerPoint, and where relevant you will be granted access to the interactive CXI reporting platform.
Our insights are powered by highly customisable solution components from our partners. The specific characteristics of your customer feedback are captured by the natural language processing platform from Lexalytics - and the visualisations are created using the Tableau business intelligence platform.
We collaborate with extensive involvement from key stakeholders in our client organisations, to ensure both quality and buy-in on the insights.
Depending on expertise needs during our engagement, we can bring in key competencies from our partner network - be it your decidated Customer Success Manager or other experts when it comes to analysing and reporting on your customer feedback.
Our solutions are delivered and charged as a mix of consulting hours and subscription services.
