Case Study: Fortune 500 Financial Investment Services Firm achieves 99% reduction in survey analysis time and boosts portal adoption with Luminoso

Financial services firm uncovers insights from customer survey responses

A Fortune 500 financial investment services firm sought to boost adoption of its online customer portal but was overwhelmed by voice-of-customer data: its Customer Intelligence Team received roughly 9,000 NPS survey responses per month and spent about 100 person-hours monthly manually sorting and analyzing feedback, delaying understanding of root causes, trends, and product issues.

By deploying Luminoso to analyze responses in minutes, the team quickly surfaced top concepts and drivers behind NPS shifts. Analysis time dropped from 100 hours to under one hour per month, reporting was streamlined, and the firm identified website frustrations, reconfigured the portal, increased usage, and freed the team to prioritize product improvements and use customer feedback to drive revenue.