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NPS improved by 15 points
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Built long and short term strategy plan for CX initiatives
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Helped plan the product development and delivery
CLIENT CHALLENGES
- Client required analytical support on their VOC program to track the survey performances across all the stages of the customer lifecycle, get insights into the areas that needed further development for the improvement of NPS and OSAT scores and strategic advice to further improve customer experience.
- Client asked us to leverage all the survey data and prepare the reports that can benefit the objective.
OUR APPROACH
- Acuity collaborated with the client stakeholders to know and better understand about the surveys and internal processes for customer score management and thereafter discussed the approach. We also shared the timelines and a well-structured plan on a periodic basis.
- Sanitized the raw data sets downloaded from the CX tool in place
- Sliced and diced the data to see some meaningful insights by product, location, survey type, industry etc. to be able to highlight some actionable areas
- Studied all the qualitative client feedback and conducted a study to be able to highlight the areas of client satisfaction and concerns
- Delivered detailed reports highlighting the success points and core areas of improvement for each product owner
- Delivered C-level executive reports highlighting the strategic recommendations and suggested action steps
IMPACT DELIVERED
- The actionable insights gathered via customer data analysis helped plan and build strategy for CX initiatives including both short term and long term to help increase the reach and improve the overall satisfaction
- Detailed report helped the product owners to go back and dig deeper into the improvement areas and plan the product developments and deliveries based on client feedback
- Improvement in NPS scores by 15 points in an year
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