11 Mar
Insurance- How we used Feedback Analysis to find key areas that impact CX
Our client is a leading insurance provider in the country. They were routinely collecting customer feedback through NPS® surveys. However, they were unable to perform feedback analysis of unstructured comments. This is problematic since the NPS® score is merely a number. Feedback comments are more crucial since they provide the reasons behind customers’ ratings. CHALLENGE Mainly, Numr faced 3 challenges. These were- Perform Feedback Analysis of customer comments from the past 2 years to obtain insights about WHY customers have provided a specific rating. (Say,
12 Feb
Food Delivery Start-Up- How we calculated the monetary impact of customer satisfaction
Our client is a food delivery startup. They wanted us to prove that happier customers correspond to higher Revenue. Which means, they wanted us to calculate the monetary impact (in terms of overall Revenue) of making a customer happier (say, by X%). In short, We had to determine the effect of customer experience on food delivery in pecuniary terms. CHALLENGE It's no secret that the start-up ecosystem is massively focused on Growth and Expansion. While, they do segment
24 Jan
HOW TO STOP CUSTOMER FEEDBACK FRAUD AT CAR DEALERSHIP
Picture this. You are a savvy CX manager who knows the importance of delighting customers in driving Sales. You have excellent CX strategies in place, backed by customer feedback data and insights. Your brand should be thriving. Your customers should be happy. But that’s not the case. Because what if the data that you have based your decisions on is incorrect? That would be a huge problem. All that money, all that work, only to arrive at conclusions that might not
18 Sep
THIS IS HOW WE IMPROVED CX FOR AN ONLINE TRAVEL APP
Our client is an established OTA (Online Travel Agency/Travel App) in India. They wanted Numr Research to formulate a plan to obtain Customer Feedback across all touch points in the Tour Packages they offered. Our client is an established OTA (Online Travel Agency/Travel App) in India. They wanted Numr Research to formulate a plan to obtain Customer Feedback across all touch points in the
11 Sep
NPS EVOLVED- USING TEXT ANALYTICS TO PRIORITISE DECISION MAKING
Text Analytics, in the context of Market Research means analysing continuous stream of free, ‘unstructured’ text (feedback and comments) written by the customers. Text Analytics, in the context of Market Research means analysing continuous stream of free, ‘unstructured’ text (feedback and comments) written by the customers. Asking the customers for direct feedback is one of the best ways for companies to get
10 Sep
FMCG- HOW TO PROTECT YOUR MARKET SHARE FROM A NEW ENTRANT
Our client is an established Fast-Moving Consumer Goods (FMCG) company. A new entrant (let’s call it Brand X) had infiltrated the market and was taking up shelf space and eating into our client’s Market Share. CHALLENGE The best way for our FMCG client to stop this advance was to Identify the shops that were vulnerable to the competition’s product, and put in
03 Sep
HOW TO USE NPS® TO DRIVE GROWTH FOR SMARTPHONES
NPS® or Net Promoter Score® is an essential metric for the smartphone industry. Presently, the smartphone market is saturated with choices. Additionally, the many options available mostly possess similar product features. In a case such as this, brand strength and customer experience become crucial to stand apart from one’s competitors. Therefore, an effective NPS® program is key to managing Customer Experience and building brand loyalty. CUSTOMER
02 Sep
HOW TO IMPROVE EFFICIENCY OF RETAIL BRANCHES
Our client, on whom this case study is based is one of the leading banks in India. They wanted us to optimise their Customer Experience System. Their retail branches/centres and frontline employees were not functioning efficiently.https://www.youtube.com/watch?v=SHNqLtVL4N0&feature=youtu.beOur client, on whom this case study is based is one of the leading banks in India. They wanted us to optimise their Customer Experience System. Their
27 Aug
HOW TO USE NPS® IN THE AUTOMOBILE INDUSTRY TO BOOST GROWTH
Our client is a leading automobile manufacturer in the country. They wanted to improve and optimise their customer feedback system. So, read the entire case study below- Our client is a leading automobile manufacturer in the country. They wanted to improve and optimise their customer feedback system. So, read the entire case study below- CHALLENGES Essentially, Numr Research faced four main challenges.Particularly, our client wanted to establish a
