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Improving Customer Satisfaction with Real-Time Sentiment Analysis

SAP Case Study:

Our client operates a sophisticated ‘Voice of the Guest’ system centred on cars serviced on their premises. The challenge for our SAP consulting team was to automate near real-time tracking of guest feedback to better understand and improve the service experience.

As ‘guests’ complete their service survey, our solution automatically retrieves survey responses and applies an event-driven text analytics process.​

Using the SAP HANA Text Analytics platform, we then automated the extraction of entities such as sentiment and dictionary-based topics from the survey verbatim.

We included questions such as: 

  • How likely you would recommend Dealer X to your friends?
  • What can we do to improve?
  • What did you like / dislike?

We then built a monthly sentiment reporting model for key areas of the operation including facilities, people, product, ‘fix it first time’ alongside actual comments from guests.

Outcome:

The report created by our SAP consulting team is now used to drive each dealer’s direct behaviour with customers, with the intent of increasing the satisfaction index and NPS.​

Talk to us about how we can do more with your SAP Analytics investment.

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