Case Study: Coop achieves faster, scalable analysis of quarterly customer feedback with Caplena

Within two weeks from start to finish LINK & Coop were able to complete the entire project of analyzing the quarterly feedback

LINK, a leading market and social research institute, and its client, a major retailer, faced the challenge of analyzing over 50,000 quarterly customer feedback verbatims. Manually processing this volume of open-ended text was impossible, preventing them from identifying overarching customer experience trends. They turned to the vendor, Caplena, for a solution.

Caplena provided an AI-powered text analysis tool that was trained by LINK's staff to code responses as a human would. The solution enabled the entire quarterly analysis project to be completed within just two weeks. The results were highly accurate and allowed the companies to identify key trends, such as quantifying the successful impact of a new store design on customer satisfaction.

LINK

Laura Colledani

Head Of Food And Retail