EAVESDROP DIPSTICK #017State Farm Insurance
ESPeavesdrop.silhouette.perspective
ESP.
ED01
7
Eavesdropping on customer perception for State Farm Insurance
SAMPLE EAVESDROP REPORT
ESP.
ED01
7
To analyze performance of State Farm Insurance on dimensions like Brand Perception, Agent Perception, Customer Service Experience and Claims handling vis à vis competitors
Challenge
Conversations from Consumer Generated Media were analyzed using
• Natural Language processing techniques
• Domain knowledge encapsulating lexicons
• Analytical tools for classification of dimensions
Further analysis includes
• Key Drivers analysis: to identify pain points and drivers leading to customer
perceptions
• Competitive landscape analysis: to benchmark performance against competition
Solution
• Consistent problem areas across all brands are Agent Perception, Customer Service Experience and Claims handling
• Key drivers analysis revealed Good Discounts could probably be the reason for a comparatively positive perception of the policy
• Process improvement areas got highlighted by the analysis
Take Aways
All Companies > State Farm Insurance > Policy Perception
Good Discounts
Poor Coverage
Unreasonable Rejection
Selective Acceptance
Unpalatable Bundling
Bad Policy
Extract themes from user generated content across customer touch points
Spark viral trends using web 2.0 concepts over the internet
Analyze drivers and patterns behind brand
perceptions
AT KALEIDOSCOPE, WE LEVERAGE SOCIAL MEDIA
DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS
Page number 6 of 12
Deliverable
eavesdrop report on named brands on a periodic basis
Deliverable
silhouette report on named brands on a periodic basis
Deliverable
Strategy Consulting to leverage web 2.0 for your brand
SILHOUETTEEAVESDROPTM
PERSPECTIVE
ESP.
ED01
7
TM
Fractal is a leading provider of customer intelligence to consumer-oriented businesses. Fractal's solutions help companies across the globe drive
competitive advantage through a deeper understanding of their customer base, and using this understanding to drive intelligent interaction with
customers.
United States+1 201 633 8728
Rest of the Globe+65 6443 1926
www.fractalanalytics.com
India+91 22 6704 2444
kal.eidoscope.com
KaleidoscopeSOCIAL MEDIA ESP
ESP.
ED01
7
ESP