Case Study: a US-based leading travel website increases repeat transactions by 15% with LatentView Analytics NPS analysis

a US-based leading travel website boosts repeat transactions by 15% with LatentView Analytics

The customer, a US-based leading travel website, engaged LatentView Analytics to better understand the drivers of its Net Promoter Score (NPS) and customer loyalty. The challenge was to identify the key factors influencing customer satisfaction in order to develop targeted strategies for improvement.

LatentView Analytics implemented a solution using text mining to identify the core NPS drivers and a regression approach to quantify their influence on loyalty. Based on this analysis, the company executed new strategies which resulted in a significant 15% increase in repeat transactions from its existing customer base.