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
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
COVID-19 and the Great Resignation
The COVID-19 pandemic turned many aspects of our lives upside down. One of the biggest disruptions was to how we worked.Frontline workers bore the brunt putting in shift after shift in our busy hospitals, supermarkets and essential services.Those who work in hospitality, retail and tourism among...Read more
Is the Australian Dream still a reality?
One of the hottest issues of the 2022 election was home ownership. All sides of politics put forward new policies to address calls to make buying a house more achievable.This issue is nothing new: buying a home has been a hot topic on Edentify’s Café Chat for a while now. We asked...Read more
There is a lot of talk in the marketing world about brand purpose: the reason for being that goes beyond just selling a product or service.There is no doubt that a lot of people prefer brands that behave as good corporate citizens. In a recent study, we found that 3 out of 4 Australians prefer to...Read more