Case Study: Schindler achieves clearer CX insights and improved customer retention with Kapiche

Schindler analyzes 300K+ NPS responses a year with Kapiche

Schindler, a global manufacturer serving over 400,000 customers, faced a significant challenge in analyzing its massive volume of NPS survey responses. Their traditional method of manual coding was slow, inconsistent across different countries, and unable to provide the deep insights needed to positively impact their global customer experience strategy. They turned to the vendor Kapiche to automate this analysis and uncover the key drivers of customer satisfaction.

Kapiche implemented its solution by building a bespoke language model from Schindler's survey data, which removed human bias and identified emergent customer issues. This allowed Schindler's teams to create actionable plans to reduce detractor rates and improve retention. The results were rapid, with Schindler able to use Kapiche within hours of choosing it, and the platform provided granular insights at both a country and individual branch level to effectively inform global CX strategy.

Schindler