EU Transport Firm Cuts Detractors by 74% With CX Emotion Focus
Featured in Forrester's Future Of CX Measurement report, this client was able to map the impact of detractors on churn and spend using Emotion AI. Taking action on these insights transformed their levels of customer satisfaction.
This customer provides millions of journeys to passengers each week across their fleet of over a thousand trains, buses, and coaches.
Challenge
A large transport company providing millions of journeys to passengers each week struggled to process and analyse customer feedback.
Traditional approaches using sentiment analysis (only taking into account if a response was positive or negative) failed to identify why customers felt the way they did, making insights unactionable.
The sheer volume of data meant that traditional approaches weren’t scalable and retrospective manual analysis was expensive and time-consuming.
Solution
With Adoreboard, the organisation moved to a customer-centric approach by identifying emotional drivers at each stage of the customer journey. They were able to:
- Implement exploratory analysis to mine social conversations.
- Eliminate manual analysis with automatic themes and sub-topics.
- Move from sentiment analysis to quantifying emotional intensity and identifying serious issues quickly.
Insights uncovered that customers felt rage and anger about the poor Wifi connections in the company’s fleet. The emotional intensity linked to this previously unknown issue made it an executive-level priority to address.
Predictive insights also identified that addressing this issue would lead to a reduction in negative emotions contributing to customer churn (reduction in number of journeys).
As a result of Adoreboard’s suggested corrective measures, the number of detractors decreased by 74%, the number of brand advocates increased by 500%, and brand affinity increased by 21%.
Why partner with Adoreboard?
Adoreboard offers a new ability to produce more impactful, actionable insights from feedback and create a scalable solution to issues identified.
The numbers speak for themselves ↓
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Adoreboard is an official Qualtrics partner, recognised by Forrester and Gartner
