Auchan turns its wealth of customer feedback into actionable insights
Imagine having to work through 40 thousand pieces of customer feedback each year. How can you connect the dots in this sea of data and discover all the important issues hidden in it? Auchan actually mastered it.
The Decathlon Story - A customer experience case study
Big retailers receive a huge amount of reviews on multiple platforms, so applying automated, data-driven tools for not only collecting reviews but also analysing them is crucial. Here is how Decathlon does it.
“I love working with Zurvey.io, it instantly gives me a clear overview of our customers’ feedback. Neticle’s expert analyses save the Market Research Department significant amounts of time, since they give us sharp, definite recommendations about the areas we need to improve. We integrate these into our strategic decisions in order to further improve our customers’ shopping experience.”
“As a CX leader, I thrive in collecting, analysing and extracting insights from customer feedback. Neticle, with their advanced technology and customer centricity, have been instrumentation in our efforts to harness the power of unsolicited (text) feedback – a source of insights that is continuously increasing in importance as we digitize our customer journeys.”
"Zurvey.io has an intuitive GUI and nice graph-type visualization of topics and sentiments that help better understand customer surveys and messages on a larger set of data, e.g correlating sentiments, name entities, locations, and verbs. It supports almost all European languages handles negations, double negations as well."