Client Overview: A subscription-based online education platform aiming to improve user experience and retention rates.
Challenge: The client had a vast amount of customer feedback data but lacked the means to analyze it effectively and derive actionable insights.
Solution: I gathered and organized customer feedback from various online sources, including reviews, surveys, and social media comments. I used qualitative analysis methods to identify common themes, sentiments, and areas of concern. The findings were compiled into a detailed report with recommendations for service improvements.
Results:
- Quantitative: Identified five key areas of improvement that could potentially increase customer satisfaction scores by 25%.
- Qualitative: Enabled the client to prioritize customer-centric changes, leading to enhanced user experience and higher retention rates.