The Challenge:
Study and track the Net promoter score survey conducted on the brand website for 7 countries across continents. The key goal is to track and understand key factors for consumer loyalty and buying patterns. Further, text mining techniques were used to develop qualitative insights. Touchpoint surveys conducted in order to improve ease of usage and intuitiveness of the interface.
Work:
Learned SAS on the job as it was required for extracting survey data collected from database. Once the data was compiled, I was responsible for crunching and bucketing numbers in order to calculate NPS. Apart from qualitative analysis, open-ended questions helped in extracting qualitative insights too. This was done by regular tracking of news and announcements regarding E-Bay across the 7 countries and comparing the same by text mining data. Also, assisted with automation and process related development.
The Outcome:
Net Promoter Score (NPS) was used to gauge the loyalty of the firm's customer relationships. Further, a detailed demographic analysis was conducted with respect to consumer profiles based on the Net Promoter Score received. This was also used to manage the follow-up and actions in terms of future offers and announcements.
A parallel study of touch point surveys was also conducted which helped derive insights about site maneuverability and ease of use. All touch points were constantly evaluated and updated on the basis of consumer insights evaluated monthly.