Capturing user feedback to improve the customer-service experience

Capgemini’s custom solution provided a more effective system for gathering user feedback and gauging satisfaction.

The solution developed SQL (structured query language) audits for monitoring feedback surveys to identify negative sentiments along with a process for subject-matter experts to analyze alerts and take corrective actions. This helped the support analyst team prioritize improvements based on urgency and solve known issues quickly.

Quicker issue resolution reduced the number of service requests received, improving the experience for customers. This was also demonstrated by more reliable NSAT scores.