Kapiche Feedback Analytics Use Cases

A big 4 Australian bank with ~9 million customers brought their customer insights function back in-house from being completely outsourced and purchased Kapiche licenses to support this transition. They’ve been using InMoment to gather feedback from call centre customers but haven’t been able to uncover sufficient depth of insight until using Kapiche alongside their existing technology. Additionally, they use Kapiche to understand customer feedback on their mobile app via reviews on Google Play and the Apple App Store.

Theme parks operator understanding both longitudinal and event based NPS surveys.

Prior to Kapiche, the Insights and Strategy team were spending days manually coding NPS surveys and building pivot tables in Excel. They use Kapiche to understand guest feedback to test, validate and quantify the $ value and benefit of their strategic business decisions.

This world-leading retail organization is fanatical about customer experience, customer service and support. They receive around 90,000 support requests per month and around 10,000 verbatims to analyze each month. Despite a relatively high NPS, the company is trying to understand if there is any way they can improve their NPS, which has been "stuck" at 93 for a long time. To solve this, they are looking to understand why people are calling support and while they know some of the drivers, they’ve not had a solid way to quantify and prioritize prior to onboarding Kapiche.

A large US food manufacturer uses Kapiche to understand product feedback from Amazon and their own website to identify trends across products and packaging. Insights are fed back from the marketing team to the product team to make strategic changes. The ability to quantify the impact of particular issues around product and packaging has significantly assisted the team to make the necessary strategic changes to improve product performance.

A social media platform uses Kapiche to analyze the NPS surveys they send out to the users of the product. The product team are the main users of Kapiche, using it to help drive the direction of product improvements. The team then drills further into its user groups to run bespoke surveys that target specific users who have experienced certain pain points that the team is aiming to address.

One of Australia’s largest private health insurance providers, covering more than 3.7 million people, gathers NPS brand feedback for both themselves and competitors for a deep and ongoing understanding of the competitor landscape and where they sit within this space. They also collect tNPS (transaction or event based feedback) via InMoment to understand customer journey satisfaction. Several teams within the organization utilise NPS data to understand customer interactions, user experience, and identify themes for deeper customer research via focus groups.

This postal service performs extensive customer journey tracking and NPS scoring across their entire customer journey to understand and address friction points. Using Kapiche, the organization was able to easily understand at a granular level the exact reason for a 20 point drop in NPS, which they weren't able to do with InMoment. Since then, they have been able to continually increase the level of insights the team reports in their regular weekly/monthly reporting to executives around the biggest drivers of NPS across various touchpoints.

This large provider of insurance, finance and travel services is in year 1 of a 5 year CX transformation to become a customer-centric organization. Using Qualtrics, the team gathers feedback from touchpoint NPS, ad-hoc surveys, brand tracking and employee engagement. Prior to implementing Kapiche, most of this qualitative data was going unutilized due to the level of effort to read and manually code it. In their first month of using Kapiche, they were able to pinpoint a significant drop in NPS for a particular business unit and make the required changes to turn these issues around.

This e-commerce logistics software platform is responsible for about 5M packages per month in Australia from thousands of retailers, including Sephora, Target, Big W and Temple & Webster. The organization handles support tickets through Zendesk and pulse surveys customers for their post-service feedback (CSAT). The team is looking to understand issues faced by their customers, and spend a great deal of time segmenting across customer size, identifying trends related to volume levels.