Customer Feedback Leads to Product Improvements at B/E Aerospace

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Tags:
Digital Customer Service
Social Media
Customer Engagement
Customer Feedback Management

Challenge

B/E Aerospace, the world’s leading manufacturer of aircraft interior products, launched a Voice of the Customer (VoC) program to gain insights on how the company’s products fared during flights in order to make necessary improvements. Initially, a seven-member team manually sorted through customer feedback logs. However, as the volume of data increased, this approach became untenable; the team could only process 0.5% of the available data.

Solution

The company turned to Clarabridge’s fully automated sentiment and text analytics solution to manage the large volume of customer feedback logs in a systematic fashion. By shifting from manual processing to more-robust analytics, the VOC team was able to become proactive rather than reactive in responding to customer issues.

Success Highlights

  • Capacity to analyze 1500% more customer feedback data each month
  • Ability to proactively identify and take care of emerging issues before they get out of control
  • Improved brand reputation and greater product innovation, resulting in a much more satisfied and loyal customer base
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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.

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