Customer Feedback Leads to Product Improvements at B/E Aerospace
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.
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.
- 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