Case Study

Leading Auto Manufacturer

The Challenge

This company dropped from #7 to #17 in the J.D. Power Initial Quality Study – an industry standard to measure the quality of vehicles in the short-term and predict long-term customer satisfaction – over an eight-year period and its highest priority was to stop the downward trend and improve its ranking.

The Resolution

Given that IQS rankings are known to significantly affect purchasing decisions, the company’s CX and Analytics and Quality Management Services teams devoted their time to manually reading verbatim feedback from post-sale and post-service surveys, difficult-to-use and things-gone-wrong reports, social media, external user forums, blogs, and IQS surveys to understand quality and brand perception issues.

Our platform analyzed data across all channels and determined which vehicles were most prone to tire pressure sensitiv

The Full Story

The most significant insight our platform uncovered came when the word cloud visualization showed that the pairing, “burning smell,” had a negative sentiment score.

When drilling down into this data, the company found that the unpleasant smell was indicative of a production issue – missing resonator caps on the vehicles.

Our platform analyzed data across all channels and determined which vehicles were most prone to tire pressure sensitivity, squeaky brake pads, navigation issues, entertainment difficulties, and more.

Augmented Intelligence Insights

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