Improving Reporting Efficiency with Yellow Tokens
Scenario
A Customer Experience (CX) analyst at a large retail company with more than 20 stores nationwide was responsible for preparing detailed weekly reports on customer feedback for management. These reports were crucial for understanding consumer perceptions in each store and guiding improvement strategies across all locations. However, the process of collecting, organizing, and analyzing feedback data from each store was extremely manual and consumed many hours of work each week. The analyst needed to gather feedback data from all stores, categorize it, and then compile everything into a comprehensible and actionable report.
Problem
Preparing weekly reports for all stores was time-consuming and complex. The CX analyst spent an average of 25 hours per week collecting and organizing feedback data from various sources, such as survey forms, emails, and social media. This intensive work left little time for data analysis and the recommendation of strategic actions. The diversity of feedback sources also increased the risk of errors, making the reports less accurate and reliable. Management was dissatisfied with the slow pace of improvements and demanded faster reports and deeper insights.
How Yellow Tokens Helped by Understanding Customer Feedback
The solution came with the implementation of Yellow Tokens. The tool was configured to automatically collect customer feedback from all stores into a centralized dashboard. Using artificial intelligence, Yellow Tokens categorizes feedback by themes, automatically highlighting the main points of dissatisfaction and satisfaction in each store.
With Yellow Tokens, the CX analyst was able to:
- Automate the collection and categorization of feedback from all stores: the tool automatically consolidated all feedback into one location, eliminating the need to manually search for and organize data from different stores.
- Generate automated and detailed reports by store: Yellow Tokens produced weekly automated reports that saved time and provided detailed insights for each store, facilitating the identification of specific trends and improvement areas.
- Create a satisfaction ranking for stores: the tool allowed the creation of a satisfaction ranking among the different stores in the chain, highlighting which locations needed more attention and which were exceeding expectations.
- Include competitors in the analysis: in addition to analyzing its own stores, Yellow Tokens enabled the analyst to incorporate information about competitors’ stores in each region, something that was previously unfeasible due to the complexity involved. This provided a more comprehensive view of the market and opportunities for improvement.
- Generate action plans based on insights: Yellow Tokens not only collected and organized data automatically but also generated detailed action plans, allowing the company to act quickly and effectively to improve customer satisfaction.
Results Achieved After Using Yellow Tokens
After implementing Yellow Tokens, the time required to prepare weekly reports for all stores was reduced by 70%, from 25 hours to just 8 hours per week. The automation allowed the CX analyst to dedicate more time to detailed analysis and strategy formulation for each store, resulting in more accurate reports and actionable insights. The creation of a satisfaction ranking for stores helped management quickly identify areas needing urgent improvements. The inclusion of competitor analysis provided a more strategic market view, enabling the company to position itself better. With the generation of specific action plans, the company was able to implement changes swiftly, leading to increased customer satisfaction and operational efficiency across all stores. Yellow Tokens became an indispensable tool for the company, enhancing the efficiency and effectiveness of CX reporting and helping management make more informed decisions.
