ABOUT B/E AEROSPACE: B/E Aerospace is the world’s leading manufacturer of aircraft interior products, designing and manufacturing aircraft passenger seating for the Worldwide Commercial Seating Market. Their customer base includes some of the world’s leading airlines, such as Emirates Airlines, Air France, British Airways, and United Airlines.
B/E Aerospace started a Voice of the Customer (VoC) program to improve product performance, durability and maintenance by understanding how their products fared during flights. The initial team had 7 members who manually sorted through customer feedback logs. With the increasing influx of customer feedback data—2 million log pages of customer feedback data each month—the team became overwhelmed and could only process 0.5% of the available data.
THE PROBLEM: B/E Aerospace needed a way to analyze 2 million log pages of customer feedback per month.
THE CLARABRIDGE SOLUTION: With Clarabridge, B/E Aerospace’s Voice of the Customer (VoC) program evolved from manual data processing to fully automated sentiment and text analytics. The VoC team can now analyze 1500% more customer feedback data each month.