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Understand Customer Experiences
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Surveyi2i Sample Use Case
Customer Satisfaction Improvement Strategy from Customer Satisfaction Survey
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
5
Log in to surveyi2i.com
1
Data Survey Upload
Choose file type
Choose data format
Upload Code book
Upload survey data
2 3 4 5
Classify questions
Data Integration and Management
1 Create derived indices (Satisfaction scores)
Merge with external data (Customer Information)
Assess quality of uploaded data2 3
Deriving Insight Using Surveyi2i
8
• Only 25% of respondents has Overall experience as Very good or Excellent Key
Takeaways
• 3 primary reasons why a customer calls contact centre are Billing, Service Provision , Info On VAS
Key Takeawa
ys
• 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
• Each call has an impact on satisfaction …specially for Billing and Connectivity & Network the impact is negative
Key Takeawa
ys
13
• More calls for resolution leads to dissatisfactionKey
Takeaways
14
• 81% called twice or more to get their problem resolvedKey
Takeaways
15
• 37% are still unhappy even after satisfactory resolutionKey
Takeaways
16
• Customer service, Waiting time, Difficult conversation with executives are some of the key factors impacting Satisfaction
Key Takeawa
ys
WORD CLOUD THEME CLOUD
17
• To improve the Overall experience …additional areas to focus are Quick solution, Skill & competency, Problem understanding, Sufficient knowledge of interaction history
Key Takeawa
ys
• Improving on the areas identified can shift respondent’s sentiment from Negative (currently) to Positive
Key Takeawa
ys
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
Deriving actionable Insights from employee survey made
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Collaborative
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@Surveyi2i
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