Axtria Insights

Axtria Insights

CASE STUDY
Voice of Customer Analysis

Situation

The Determine if the VOC data can give insights into factors influencing customer satisfaction

  • Determine if dissatisfied customers can be identified from VOC data
  • The VOC data was a sparse data set available for only three months


Approach

We applied various hypotheses to the VOC Data:

Hypothesis 1

Customer dissatisfaction is directly linked to how long it takes to resolve a service issue/request

  • Satisfied Customer – resolution on same day of issue logged or within next day
  • Dissatisfied Customer - resolution takes longer than 1 day

Voice Of Customer Analysis


Hypothesis 2
  • Customers who have to log multiple calls are more dissatisfied even if their issues are resolved
  • Analysis Methodology – see the overlap between customers calling multiple times for same issue with those who called for multiple types of issues

Hypothesis 3
  • Calls coming through certain channels or of certain types influence overall customer satisfaction
  • Analysis Methodology – CHAID Analysis: Satisfaction scores by channels and type of issue


Result

Key Insights on factors affecting level of satisfaction for customers which helped client formulate the right strategy to improve Customer Satisfaction Score.