Surveyi2i Use Case: Driving Customer Satisfaction Strategy
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Transcript of Surveyi2i Use Case: Driving Customer Satisfaction Strategy
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Uncovering sophisticated Customer insights made easy
Identify Drivers
Understand Customer Experiences
Discover Patterns
No need for external agencies
One stop for survey analysis and reporting
Welcome to Surveyi2i
Track . Compare . Improve
In-memory processing for faster analysis
Scales with your business needs
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Surveyi2i Sample Use Case
Customer Satisfaction Improvement Strategy from Customer Satisfaction Survey
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Raw data
Recoding information
Snapshot of the sample survey
• Survey done with customers recently served in contact centre
• 1000+ Responses
• 15+ Questions on satisfaction, relation etc.
• 100+ Detailed Customer Comments
Survey Data
Main reason for call
1 Billing2 Unbarring disconnection3 Payment4 Connectivity & network5 Service provision6 info on schemes & rate plans7 Info on VAS
8 Refund
Overall experience
5 Excellent4 Very Good3 Good2 Fair1 Poor
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Log in to surveyi2i.com
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Data Survey Upload
Choose file type
Choose data format
Upload Code book
Upload survey data
2 3 4 5
Classify questions
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Data Integration and Management
1 Create derived indices (Satisfaction scores)
Merge with external data (Customer Information)
Assess quality of uploaded data2 3
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Deriving Insight Using Surveyi2i
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• Only 25% of respondents has Overall experience as Very good or Excellent Key
Takeaways
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• 3 primary reasons why a customer calls contact centre are Billing, Service Provision , Info On VAS
Key Takeawa
ys
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• Overall experience of respondents is lower for Billing and Service Provision compared to Info on VAS
(considering very good and excellent only)
Key Takeawa
ys
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• Each call has an impact on satisfaction …specially for Billing and Connectivity & Network the impact is negative
Key Takeawa
ys
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• More calls for resolution leads to dissatisfactionKey
Takeaways
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• 81% called twice or more to get their problem resolvedKey
Takeaways
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• 37% are still unhappy even after satisfactory resolutionKey
Takeaways
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• Customer service, Waiting time, Difficult conversation with executives are some of the key factors impacting Satisfaction
Key Takeawa
ys
WORD CLOUD THEME CLOUD
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• To improve the Overall experience …additional areas to focus are Quick solution, Skill & competency, Problem understanding, Sufficient knowledge of interaction history
Key Takeawa
ys
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• Improving on the areas identified can shift respondent’s sentiment from Negative (currently) to Positive
Key Takeawa
ys
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Conclusion
Insights on focus areas to increase customer satisfaction• Identify means to minimize Billing related issues
• Reduce wait time to connect to an executive
• Improve skills to resolve issues in a single interaction
• Improve IVR to enable self service
• Ensure availability of complete customer interaction history.
Analysis of current state and challenges• 25% of respondents have Overall experience as Very good or Excellent
• 3 primary reasons for call are Billing, Service Provision, Info On VAS
• 81% called twice or more to get their problem resolved. More calls - lower satisfaction
• 37% are still unhappy even after satisfactory resolution
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Deriving actionable Insights from employee survey made
Easy
Affordable
Collaborative
[email protected] www.bridgei2i.com/apps.html
@Surveyi2i
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REQUEST DEMO [email protected]
[email protected] www.bridgei2i.com/apps.html
@Surveyi2i