Tapping into customer feedback to understand NPS scores

You know how many of your customers gave you a positive rating, and how many…well, didn’t. The problem is, what do you do now? You don’t know why customers are satisfied or displeased, and manually going through each open-ended question is inefficient and wouldn’t give you an accurate representation as to how this data correlates with one another.

A global leader in web hosting services, encountered this same problem. Download the case study to learn more about how this company used Luminoso to:

  • Leverage their unstructured, text-based feedback to fully understand the “why” behind customer ratings

  • Conduct a deep-dive into negative feedback to isolate drivers of customer dissatisfaction

  • Uncover lingering customer service issues following an acquisition that was contributing to low NPS scores