Nowadays, Customer retention is very difficult and it is very much important for all the businesses to retain, engage, motivate, and make repeat business from Customers. As we all know the fact that retaining an existing customer is much easier than acquiring a new customer, so various business adopts various method/strategy to retain them. Some of the highlight on these includes Customer Loyalty/Rewards Program, Membership Program, Gifting on Customer’s special occasion, Customer Ratings & Feedback, Personal meet with Customer, Offers & Discounts, etc.
It is very much important for stakeholders/owners/users of a Business to know the KPIs for their business growth & efficiency. So, rather collecting Customer Satisfaction Rating directly, it’s always better, recommended to collect the Ratings for each KPIs so that stakeholders can know their below-average KPIs and can improve those for their business growth & expansion. Based on all those KPI Ratings, one can analyze and predict the Customer Satisfaction level.
Considering some of the current scenarios for Retail Industry (supermarkets, hypermarket, department stores, chain stores, specialty stores, variety stores, franchise stores, online merchants, door-to-door sellers, etc.) including Ecommerce Business, I have developed a Web App with Streamlit framework to find the Customer Satisfaction Rating(Sentiment Analysis) based on 13 KPI’s (Product Quality, E-commerce, Technical Support, Complaint Resolution, Advertising, Product Line, Salesforce Image, Competitive Pricing, Warranty Claims, Packaging, Order Billing, Price Flexibility, Delivery Speed) of Retail Industry to improve the business growth & efficiency.
Post predicting Customer Satisfaction Rating, stakeholders/owners/users can use some of the strategies to improve their business growth & efficiency.
For Example: If the Customer Satisfaction Rating is coming below 4 (out of 10), the business user (or contact center/Tele calling team) can find the respective customer mobile number/email id using the Customer ID present in the Customer Satisfaction Prediction file and can communicate & interact with that Customer for reason being low ratings and take the necessary steps to improve those KPIs.
Moreover, this Customer Satisfaction Rating Prediction App is completely free and anyone can try it in a given standard format(sample) for uploading the excel(.xlsx) file. Note, as of now, upload file size is restricted to 200 MB.
For any feedback or any customization in this App, please feel free to contact us.
