A world top 100’s bank has used Leading Edge’s NPS (Net Promoter Score) analytics solution to analyze their large amount NPS survey results collected from their different touch points (e.g. Call Centre, Branches, Events, Websites and Mobile Apps, etc.), they were used manpower to consolidate and analyze the contents but found that it is a heavy time-consumption job, also missing many valued insights due to human resource limitations.
LeadingEdge has developed a dedicated NPS analysis platform, this platform not only can calculate the NPS result, but also can automatically categorize the feedback topics and then assign a service code that customers defined for easy tracking in the future, it also analyzes the free text contents to get more concrete reasons about why the customer has such rating.
Since most text feedbacks in Hong Kong are combined with Chinese Traditional/Simplified, English and Cantonese Slang, LeadingEdge has refined the multilingual contextual analysis engine to fit for that. LeadingEdge’s platform also helps customers discover useful keywords and do a detailed statistic report, this can summarize and standardize the customer concerns, the concluded feedback summary is a valued experience data to customers enhance their future plan and strategy for their customer service.
This company also used LeadingEdge’s social analytics solution to monitor their brand ambassador promotion campaign. Our solution helps this company monitor the public feedbacks on their brand ambassador, promoting service and also the similar services from their competitors, our solution found out there are quite a lot of negative public feedbacks about their brand ambassador on their promotion advertising, the analysis result indicates that the brand ambassador’s public image is quite good but she is not suitable for the advertising topic image that they proposed, the company finally shorter their campaign period and reused the campaign budget for other much effective promotion.
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