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Education technology provider
Education technology provider
  • Need

    A customer-focused company collects customer feedback through surveys. While structured data provides clues to how the customer feels, most often the causes of those perceptions lie in the answers to open-ends. These comments are too numerous to read and a consistent interpretation is challenging

  • Deliverable

    Synthesis of hundreds of survey open-ends identifying reasons for customer perceptions. This was cross tabulated with structured data to map the drivers behind customer perceptions for each customer segment

  • Impact

    Knowing the root causes driving customer perceptions enables prioritizing actions and assignment of actions to the right department

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