Case study
VoC analysis for leading e-commerce portal
Comprehensive Voice of Customer analysis for a leading e-commerce platform to improve customer satisfaction and retention.
01 · Challenge
The challenge
The client needed to understand customer pain points and improve their overall shopping experience across multiple touchpoints.
02 · Approach
Our approach
We conducted extensive VoC research using surveys, interviews, and behavioral analytics to identify key improvement areas.
03 · Results
Results
- 35% increase in customer satisfaction
- 28% reduction in cart abandonment
- 42% improvement in NPS score