How IBM predicts and resolve negative customer experiences quickly
Predicting And Saving Detractors Before They Detract, At Enterprise Scale
IBM, a global technology company headquartered in the U.S., was not satisfied with just reacting quickly to resolve negative customer experiences. The enterprise wanted to know if a customer is at risk of becoming dissatisfied before he or she ever gets there. To do this, the company built a Net Promoter Score Early Warning System (N.E.W.S).
Leveraging Medallia, IBM was able to:
- Track NPS >300 product offerings
- Collect >365,000 pieces of feedback in the first year
- Predict detractor accuracy by 95%