July 13, 2015
CMO Magazine – using data analytics to gauge customer feedback
CMO Magazine have published an article featuring Edentify and how we used our data discovery service to help gauge and understand customer feedback.
In brief, a challenge was presented to us recently by one of our clients, Bankwest. The bank was looking for a way to make sense of the previously unmanageable amount of data they receive continually from their customers via online, in-store and call centre feedback. Using our new Oracle based system Endeca Information Discovery, Edentify has provided a user-friendly solution with which Bankwest have been able to structure the data into meaningful insights, as well as create clear process efficiency improvements.
The tool has enabled Bankwest to look at trends in customer satisfaction, and interpret the data easily by grouping feedback into positive and negative categories within three key elements; ‘process,’ ‘product’ and ‘people’s experiences.’ With our client claiming that the solution is ‘as good as having people physically code feedback coming in,’ we are looking forward to putting this tool to further use with many more of our clients in future, not only in terms of analysing customer feedback, but social media information as well.
To read the article in full click here.
Our latest thinking
Winning with Sponsorships
Sporting sponsorship is big business. Hundreds of millions of dollars are spent each year in Australia alone on sponsorship of professional sporting clubs. But what impact does it have, and what should clubs, and brands, look for when thinking about sponsorship?Edentify's Sporting Pulse talked to...
Read more
NRL's Battle for Members
The Australian football market is one of the most cluttered in the world, with 4 codes – the big guns (NRL/rugby league, AFL) and the challengers (soccer/football, rugby union) all competing for fans.Even beyond this battle for fans is the challenge of building club membership. It's a...
Read more
AI or Authentic Insights
As a market researcher, one of my roles has been to train colleagues and clients in how to generate deep, useful insights. Anyone who has worked in research knows that getting beyond the data and identifying meaning is a critical skill and what sets insight apart from simple information. It...
Read more
Why brand goodness is important
In a trend that has emerged over the past few years, more and more brands are jostling to position themselves not just as products and services, but as responsible citizens. At the same time, consumers have become more focused on the impact that the brands they purchase have on the world, whether...
Read more