Case Studies

Real-world case studies and experiences.

Interactive Customer Satisfaction Reporting for Logistics Sector

Empowering the brand with a real-time solution for customer experience benchmarking 

Market:

Saudi Arabia

Sector:

Logistics and postal services

Business size:

Enterprise

Provided service:

BI & Interactive Reporting

About the client

A client running an annual ongoing customer satisfaction (CSAT) program to audit the service level and improve the service across all channels and touch-points of the brand.

The program generated large volumes of data on a recurring basis, but the client struggled to extract timely insights from traditional static reports, which made the service recovery activities run behind the right time. Moreover, the top management had to scan a lengthy report to explore the performance of the service channels or search for certain information, which made the report experience challenging.

Client's Challenges

A client was running a yearly tracking benchmarking customer experience study to measure the customer experience metrics for its services and competitors. The stakeholders couldn’t view the results immediately and had to wait for the report delivery. Moreover, the management had to scan a lengthy document to capture the performance against the competitors and plan accordingly.

The client required a reporting solution that could:

Monitor customer satisfaction consistently across multiple measurement waves
Compare satisfaction scores across regions, branches, and service touchpoints
Identify key drivers of satisfaction and dissatisfaction
Enable senior management to explore results independently without relying on repeated analysis requests

Our Solution

With our business intelligence & analytics service, we have managed to develop a secure web-based interactive reporting application that is accessible from anywhere. The application shows the key performance indicators for 10 services, allowing the user to track the monthly results, navigate, and zoom in on the findings without waiting for the report development. Furthermore, understanding the competitive landscape was easy to explore, and customer experience benchmarking became feasible in real time.

The Application allows users to perform several interaction features (e.g. exporting insights, collaborating with team members, creating insights custom views) based on pre-defined user permissions that suit the user’s job position, allowing faster competitive analysis.

Key elements of the solution included:

Interactive CSAT report: Dynamic reports and dashboards allowing users to filter results by wave, region, customer segment, and service channel, providing immediate access to relevant insights.
Annual Satisfaction Tracker: A consolidated view of all CSAT waves within a single reporting environment, enabling trend analysis and year-over-year performance monitoring.
Driver and KPI Analysis: Visualization of core satisfaction KPIs, including overall satisfaction, likelihood to recommend, service quality dimensions, and key pain points.