NPS Survey Analysis and Customer Experience Strategy
Challenge: The goal was to analyze the results of Aurea's NPS surveys. We wanted to understand the customer feedback and pain points, across each unique product line. This was especially important since the company's library grows exponentially each year through acquisition.
Solution: Our data scientists uncovered key relationships between NPS and customer retention. We used text mining to identify themes and root causes from the open-ended customer feedback. Additionally, we provided strategy and best practices for the Aurea Customer Experience program.
Results: With our recommendations, Aurea revamped their Customer Experience program. We helped build a new Account Management strategy to keep their finger on the pulse of the customer base. Together, we have helped Aurea to unlock unlimited possibility!