Element / Retail - Whirlpool
Whirlpool
Problem :
As part of client’s broader warranty and customer satisfaction analysis initiative, our team helped in performing customer sentiment analysis and building visualization around it. This was a multi-year program spread across the globe and we were involved in supporting their rollout for the US
Solution :
- Deployed advance SAS Modeling and Implementation techniques for categorization of the contextual data. Once categorized we developed rating scores based on sentiment analysis results
- Analyzing customer sentiment from the survey data they had captured. Almost all the data to be analyzed was in unstructured textual format that was used to derive quantitative product rating scores across sub-brands, products, and price bands.
- The results gained from customer surveys were presented in an interactive visual analysis solution to understand competitive product satisfaction measure. We implemented data exploration & visualization reports using geo-location, heat maps, drill downs and self-service analytics features
- SAS Solution: SAS 9.4 Visual Analytics, Enterprise Guide, Multi-Tier Architecture
Outcome :
- Visual exploration of data and creation of sophisticated analytical views
- Answer complex questions and identify opportunities or issues faster
- Consolidate data from a variety of channels into a single environment
- Bring data and analytics closer to the sales and marketing user community