April 29 2014

Customer Service Tip: Text Analytics to Listen to Promoters AND Detractors


Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology
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CustomerDriven

If you’re reading this blog, you already know the importance of customer feedback. You’ve probably implemented one or two key ways to monitor service levels and to listen to the customer. But, have you considered what data you have that may be going under-utilized?

For instance, when customers complain frequently about a particular thing, you listen and you make it better. But, what about the part of the customer experience that really turns the service from average to amazing? That’s something we realized we could improve, so last year, we partnered with Ascribe to implement a text analytics solution – for both Detractors AND Promoters!

In fact, the data can be sliced and diced in so many ways – by market, by service, and so on, that’s been a very helpful resource.

After all, the first key step in Safelite’s Customer Driven approach is to Listen to our customers and seek to understand their needs. By collecting roughly a half a million customer service surveys each year, we had done an excellent job of reviewing customer feedback on a very individual level – down to the technician providing the service – we needed a better way to make use of all of the data we had through our customer survey process.

This is part of a growing trend. In a past poll, we found that 67% of readers use text analytics to gain customer insights. You can read our case study and send in your questions about what to consider when implementing text analytics.

Check back and learn about some of the insights our text analytics have unveiled about our customers!

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