A leading global retailer aimed to strengthen customer loyalty and reduce churn by leveraging advanced analytics. The client faced challenges in making sense of unstructured feedback spread across surveys, social media, and support channels. By partnering with Quantzig, the retailer implemented a Voice of Customer ML solution that transformed raw feedback into actionable insights, enabling data-driven customer retention strategies and significantly enhancing the overall customer experience.
Table of Contents
Problem Statement
The client was experiencing a steady decline in customer retention and lacked visibility into the reasons behind customer dissatisfaction. Despite collecting feedback from multiple channels, they struggled to extract actionable insights from the unstructured data.
Fragmented feedback channels : Disconnected data from surveys, reviews, and support logs
Limited customer sentiment visibility : Inability to identify key pain points
High churn rates : Due to unaddressed service and experience gaps
Reactive decision-making : Lack of real-time insights into customer concerns
The client was looking for a scalable Voice of Customer ML solution to unify customer feedback, uncover churn drivers, and enable data-driven retention strategies.
Objectives
To overcome customer churn and fragmented feedback, the client aimed to implement a unified, data-driven approach that would transform customer insights into strategic actions. The focus was to leverage machine learning for real-time analysis, enabling personalized experiences and proactive retention efforts.
- Implement a Voice of Customer ML framework : Unify and analyze feedback data
- Identify churn drivers : Leverage sentiment analysis and topic modeling
- Enhance customer experience : Enable timely and personalized interventions
- Boost retention rates : Through data-driven decision-making and insight-driven actions
Solution Implemented
Quantzig designed and implemented a robust Voice of Customer ML framework to help the client consolidate and analyze unstructured feedback from multiple customer touchpoints. Leveraging Voice of customer analytics and advanced VOC AI tools, we enabled the extraction of actionable insights from surveys, call transcripts, and social media data. By applying machine learning and natural language processing techniques, the solution identified key churn drivers, predicted at-risk customers, and empowered the client to implement timely, personalized retention strategies.
Quantzig’s Solutions:
Technology Used
- Natural Language Processing (NLP) : Text mining and sentiment analysis
- Machine Learning Algorithms : Churn prediction and pattern recognition
- Voice of Customer Analytics Platforms : VOC AI tools integration
- Real-time Dashboards : Feedback visualization and trend monitoring
Results & Impact
The collaboration with Quantzig enabled the client to improve customer retention through data-driven insights, significantly enhancing customer satisfaction and loyalty.
| Metric | Before | After | Improvement |
| Churn Rate | 22% | 12% | -10% |
| Customer Satisfaction | 70% | 85% | +15% |
| Feedback Response Time | 72 hours | 24 hours | 66% Improvement |
| Retention Rate | 60% | 78% | +18% |
Qualitative Impact
- Smarter Decision-Making : Real-time insights allowed the client to proactively address customer concerns and improve service quality.
- Higher Customer Satisfaction : Personalized engagement strategies boosted customer loyalty and satisfaction.
- Faster Response Times : The ability to analyze feedback instantly led to quicker resolution of issues, improving overall experience.
- Improved Brand Perception : The client’s ability to act on feedback in real-time positively impacted their reputation for customer care.
How Quantzig Can Help?
With over 20 years of experience in advanced analytics, Quantzig helps organizations enhance customer retention and drive business growth by leveraging Voice of Customer ML solutions. Our expertise in machine learning, natural language processing, and sentiment analysis enables businesses to gain actionable insights from unstructured feedback, resulting in improved customer satisfaction and loyalty. Quantzig’s data-driven solutions empower clients to make smarter, faster decisions to transform their customer experience strategy.
