Monitoring and Enhancing Customer Experience
Case Description:
A retail company needed to effectively monitor customer satisfaction and identify key dissatisfaction points quickly. Dataside developed a dashboard based on the Net Promoter Score (NPS) to provide detailed visibility into service performance, enabling proactive and corrective actions that resulted in improved customer experience.
Challenge
The company faced difficulties in quickly and visually identifying the factors that most negatively impacted the customer experience. Without an efficient monitoring system, strategic actions for customer retention and service improvement were often reactive and lacked assertiveness.
Solution
Dataside implemented interactive dashboards based on NPS data, segmented by region and service unit. The dashboards highlight the distribution of promoters, passives, and detractors, as well as the main reasons for dissatisfaction. This tool enabled the company to track comparative performance between established goals and satisfaction ratings by location.
Benefits
Quick Identification of Service Bottlenecks:
With the dashboard, the company could rapidly identify critical areas for improvement, focusing on the main reasons for dissatisfaction highlighted by customers.
Assertive Corrective Actions:
The visual information about detractors enabled the company to take targeted and efficient corrective measures, adressing customer pain points effectively.
Continuous Improvement in Customer Experience:
Ongoing monitoring of service performance and comparison with goals facilitated proactive management, generating a more satisfactory experience and increasing customer loyalty.
