Rentikil Initial: Identifying top priority B2B service improvements.
Analysing 7000+ customer feedback samples from 8 European markets for 3 key B2B services in order to drive service improvements & customer retention.
Brief
Analyse 7000+ verbatim customer feedback responses from 8 European markets + identify the top customer experience issues.
Approach
Using a sample of the data to create a coding framework that covers all stages of the customer journey + the most common customer feedback topics. Train a team of analysts to process theremaining data. Map top feedback categories onto a customer journey map.
Outcome
Specific, actionable pain-points & opportunities identifed + quantified. A range of workshop posters created to visualise the customer journey and highlight postive & negative customer experiences. Delivery to senior stakeholder to drive prioritisation & service innovation.
Mapping each B2B service
Workshop sessions with SMEs within the business to understand the entire end-toend business process and all customer interactions & touch-points.
Outcome: Maps of each service from initial contract to service fulfilment and termination. This innovative step created a framework for interpretting the customer feedback with greater accuracy.
Analysing the 700+ raw verbatims.
An approach was devised to create a coding framework, scale up the analysis & ensure the issue codes are updated, maintained & used consistently across the analysis team.
Outcome: 40+ postive codes organised by service stage, 50+ specific painpoint codes organised by service stage and a similar number of suggested improvement codes.
Identifying drivers & destroyers of CSAT.
NPS score anaysis & correlation to feedback codes to identify issues stongly correlated with low NPS, and positives strongly correlated with NPS promoters.
Outcome: A ranked list of top satisfaction drivers & destroyers for each B2B service.
Ideation workshops
Further data on complaints + termination reasons was added to the overall CX journey maps. Key feedback quotes relating to top issues pulled out and a set of posters & workshop materials created to work through top opportunities with the service owners.
Outcome: This work directly informed the roadmap and strategy for each B2B service. A happy client & continued collaboration over subsequent years.
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