Transportation
Passenger airlines regularly seek feedback from its customers in order to improve standards of service and create an exceptional customer experience.
In addition to questionnaires, our client was receiving more of this feedback via email messages and these messages had to be manually screened in order to be redirected, rekeyed or acted upon. This manual intervention slowed response time and limited the airline's ability to improve customer satisfaction.
Using our extensive experience in creating databases, analytical modeling and text mining, Modern Analytics created analysis software that evaluates and extracts value from customer email messages. The software can determine if a message includes compliments, complaints or useful suggestions for process improvements.
This automation reduced the airline's time needed to pinpoint and respond to operational trouble spots and produced increases in customer satisfaction.
