This sizeable organisation had identified that large volumes of customers were experiencing dissatisfaction with their digital services, driving disgruntled customers to their call centre to complain. The company needed to identify the main causes of dissatisfaction amongst those interacting with the digital channel in order to improve the experience and reduce the number of customer complaints being made through the call centre.
Nielsen was employed to leverage its customer listening technology to acquire hundreds of thousands of pieces of individual customer feedback, allowing them to identify the causes of frustration. Nielsen worked with the company to create valuable, engaging and helpful content on its website in order improve the customer experience and reduce complaints, with exceptional results.
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