Case Study: Sunrun achieves 10x more actionable customer insights with Unwrap.ai

Sunrun 10x'ed the amount of actionable insights from customer feedback with Unwrap.ai

Sunrun, the nation's largest home solar and battery storage provider, faced a significant challenge in analyzing the vast amount of free-form text feedback from its monthly NPS surveys. Their team relied on inefficient manual reviews and rigid word searches that failed to extract specific, actionable insights to improve customer experience. To solve this, they partnered with vendor Unwrap.ai and implemented its Natural Language Processing (NLP) analysis platform.

The solution from Unwrap.ai automated the analysis of tens of thousands of survey comments, using sentiment analysis and auto-tagging to surface specific, actionable trends. This enabled Sunrun to generate over 50 actionable insights monthly, a more than 10x increase from their previous process. The results were substantial: Unwrap.ai identified hundreds of sales-ready leads for a retrofit battery product, generating new revenue at zero lead cost, and efficiently routed thousands of comments to the correct internal teams for immediate action.

Sunrun

Kristie Siebert

Senior Manager, Quality & NPS