In this use case we show how Etuma's customer feedback analysis can help you to detect problems in your customers' shopping experience. We show how you can quickly identify the key areas requiring action. This should help you to impact the areas in your customer experience that affect the loyalty of your customers. More details on http://www.etuma.com/wp-content/uploads/2013/05/etuma.usecase.retail.pdf

1. Retail Use Case

2. Etuma’s feedback analysis applied to Retail
• Based on actual consumer feedback data
• Hundreds of stores
• Various countries
• Re-mapped to 6 stores for convenience

3. Dashboard provides quick overview of feedback volume, key
feedback topics and related topic sentiment for all six stores.
Peak in weekly
feedback volume
Top 3 topics:
Staff
Service attitude
Store layout
Most positive topic:
Service attitude
Most negative topic:
Checkouts

4. Zooming in on one store shows that the Elm Street store
has problems with queues at the checkout but gets positive
feedback on ease of shopping and service attitude.
Ability to further zoom in
on a weekly level

5. Shoppers at the Sesame Street store seem to be very
happy, but there might be some issues with checkouts,
tidiness and pricing.
Ability to zoom in
on topic for further
analysis

6. Etuma topic heat map for quick comparisons:
Coronation Street store clearly receives more
negative feedback on parking than other stores.Topic:Parking

7. Etuma topic heat map for quick comparisons:
Jump Street store has a problem with tidiness.Topic:Tidiness

8. Please find here our 2-pager with more details (PDF)
To request a free trial, please go to:
http://www.etuma.com/free-trial/