Enhance in-store experience through AI and NPS Analysis
An iconic leader in the luxury industry focused on measuring boutique customer satisfaction in Asia. Ekimetrics enhanced their NPS and customer journey by analyzing verbatim customer reviews, helping the client gain deeper insights and take action to improve the in-store experience.
What we did
Challenge
· Synthesizing feedback across more than 5,000 customer surveys across 6 different experience-based categories makes it difficult to generalize the insights into a unified, actionable plan tailored to business strategy.
· Extracting consistent insights with verbatims covering 9 different markets in Asia, written in local languages.
Our approach
· Conducting both qualitative and quantitative analysis on verbatim responses using Plume, Ekimetrics’ Natural Language Processing solution.
· Focus on sentiment analysis to uncover key drivers of customer satisfaction and dissatisfaction, track their evolution and identify the most mentioned underlying factors (behind the sentiment).
· Breaking down sentiment analysis results by market and key customer segments to gain granular and actionable insights to provide tailored recommendations.
Outcome
· AI-powered analysis to capture the key trends and areas of improvement for customer experience
· Actionable insights to shape in-store strategy and define key focus areas in each market
· Additional trainings developed for Fashion Advisors to ensure a luxury experience for all segments to improve the overall shopping experience
