A major UK bank had sky high customer satisfaction but great service was not always equating to great sales figures.
We applied powerful text mining and sentiment analysis techniques to customer surveys to understand what was dampening sales and found that, although service was almost universally praised, waiting times were a problem.
Proactive customer marketing programmes to manage call flow to the contact centre were put in place with the help of our insights. Clues from the tone of the feedback have helped improve the relevance of marketing campaigns.
We are now expanding this analysis to include social media, live chat and contact centre transcripts for a richer customer view.