26 Sep
Case Study- Brand Strength and differentiation for a Luggage company
Case Study- Brand Strength and differentiation for a Luggage company Tools- Relationship NPS®, Intuitive Association THE STORY Our client in the case study is a leading luggage company in India. They wanted us to find out their brand perception. To differentiate themselves in the market, they also wanted to understand the consumer perception of their competition. Basically, they wanted to position themselves in a
23 Sep
Consumer durables case study- CX for retail stores
Consumer Durables Case Study Service rendered- Customer Experience Management (NPS®, Text Analytics, Drivers Analysis) PREMISE Our client is a leading luggage company. They have a strong presence across thousands of stores in India. With most of it being largely unorganised, they wanted to optimise CX in their official stores and franchises. Basically, they wanted to discover the level of expertise required at each franchise/store and quantify that. Using NPS® and Text Analytics, Numr discovered granular insights that helped in improving
21 Aug
Customer Experience Case Study- Jet Airways
Client- Jet Airways Service rendered- NPS® and Text Analytics (Comment Analysis) Jet Airways is an erstwhile Indian international airline. Before ceasing operations, it held the last share in the commercial passenger airline segment in India. Challenges Jet Airways contacted Numr to refurnish its customer experience system. They wanted to use NPS® to obtain granular insights that they could use to
06 Aug
Colt Client Story- Delivering fantastic CX with Net Easy Score
Client- Colt Technology Services Service Rendered- Customer Experience Management The Story (Discovering Net Easy Score) Colt is a multinational telecom company with offices in 21 countries and customers in around 150 countries. Suffice to say, it’s a complex global organization. They contacted Numr to streamline their customer experience initiative. Colt was already using a CX management platform. However, the platform
05 Aug
Quikr Client Story- How Numr improved CX using NPS®
Service Rendered- NPS® survey and analysis Client Name- Quikr "What appealed to us about Numr was its consultative approach from pitching till the completion of the project and also a tech-driven and agile platform that it had to offer. We were also excited about Numr’s understanding of our cross-category business and felt extremely comfortable with the team from day 1. They provided us
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 Tour
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 actionable
