There was a delicate balance with this project. The company required both improvement in customer satisfaction and margin protection. In this light, Sparkr recommended a three-phase approach weighted toward in-depth investigation to identify the specific areas of dissatisfaction. By addressing the most acute pain points, incremental improvements in customer satisfaction should have a high impact.

Marketing Strategy
Completion Date:
Trend Forecasting, Brand Strategy and Planning

The team put together a program of quantitative and qualitative investigation. They analyzed subscriber and satisfaction survey data and conducted interviews with employees across the organization. The goal was to identify key insights of customer dissatisfaction. Based on this research, Sparkr developed potential treatments to individually or collectively address the clients of low scores in customer satisfaction.

Based on this careful research, the team designed a number of test-and-learn trial programs to improve customer experience. The implementation planning involved development of a playbook of critical operational activities to guide in-market tests and understand keys to success.