Case Study: RS Components improves customer experience and boosts NPS with PGForsta text analytics

Tapping into text analytics for stand-out customer experience

RS Components, a global industrial and electronics distributor, sought to become the world's most customer-centric company and build a customer-focused culture across its workforce. To achieve this, they partnered with PGForsta to implement a Voice of the Customer program. Their challenge was to deeply understand customer feedback to identify why customers would recommend them and where to make the most impactful improvements.

PGForsta’s solution involved deploying surveys and advanced text analytics to process nearly 400,000 customer responses. This enabled the company to identify key patterns and pain points, training hundreds of employees to act on the insights. As a result, RS Components saw a 34% rise in its three-month NPS over four years and achieved 85% accuracy in text analytics categorization, leading to significant and continuous customer experience improvements.

RS Components

Greg Christopher

Performance Insight Manager