Responding to waning customer satisfaction levels.

A large retailer knew that customers had issues with service levels and wanted to understand more about the underlying problems causing dissatisfaction.

Metricomm analysed thousands of reviews from Trustpilot and Google Reviews, identifying the issues experienced by customers on a weekly basis. This revealed granular detail about problems with product quality due to supply chain pressure, as well as problems with online ordering and
home deliveries.

In this case, the reviews data was combined with text analysis of the comments left on social media platforms. Metricomm was also able to compare the retailer’s performance with that of its main competitors. As a consequence of having immediate and reliable intelligence about what customers were annoyed about, we were able to make recommendations about prioritisation of issues and identify some areas where improvements could be made quickly.