Leveraging AI to Transform Customer Insight for a Major Telecom Player
Key Outcomes
Significant Time Reduction:
Yabble Count and Gen processed over 33,000 responses in minutes, achieving a 1000x speed improvement compared to the 185 hours required for manual coding.
Rapid Insight Delivery:
AI-driven analysis allowed for near-instant setup and quick extraction of key themes, enabling the client to make prompt, insight-led decisions to enhance customer satisfaction.
Cost Efficiency:
By automating the theming and coding process, Yabble eliminated manual labor, reducing costs and allowing the team to focus on strategic improvements.
Client Background: Telecommunications and Internet Service Provider
A leading telecommunications company known for competitive pricing and generous data offerings faced challenges in customer satisfaction due to network coverage, service reliability, and customer support issues.
Research Objective: Understand and Improve Customer Satisfaction
The company aimed to enhance customer satisfaction and competitiveness by gaining deeper insights into customer feedback, particularly focusing on reasons behind Net Promoter Scores (NPS) and satisfaction ratings. Traditional methods of theming and coding open-ended survey responses fell short in providing the nuanced insights necessary for strategic improvements.
AI-Powered Solution: Leveraging Yabble Count and Yabble Gen for Insight
Yabble Count was employed to theme and code open-ended responses from over 32,289 survey respondents efficiently, handling complex thematic analysis across large datasets.
Yabble Gen enabled deeper exploration by interrogating the coded data to uncover actionable insights that went beyond surface-level patterns.
Strategic Impact: 1000x Speed Improvement
Manually theming and coding 33,000 open-ended responses is a time-intensive task. Even at just 20 seconds per response, coding alone takes around 185 hours—or 23 full working days. This includes coding feedback on NPS scores, satisfaction across different channels, rewards program ratings, and recent service issues—before accounting for setting up codebooks, refining themes, or summarizing insights.
With Yabble Count and Gen, this process was transformed. AI automation eliminated the need for manual reading and coding, processing all 33,000+ responses in minutes. Setup was near-instant, key themes surfaced automatically, and concise insight summaries were readily available.
