Customer experience insights clearly tied to business outcomes.

Relying solely on traditional survey-based or supplier-centric measurement systems to understand customer preferences and behaviours doesnt answer the key questions and introduces bias.

Failures in these critical processes include low response rates, confirmation bias, subjective analysis, data integrity, and insufficient linkage to financial value.

Despite the known shortcomings, companies continue to use these systems to track performance and even use them to shape their engagement strategies.

At the core of the problem is the tendency to apply a supplier-centric view of what a good customer experience is,

Narralytics provides a view of customer satisfaction from the only perspective that should really matter – their customers.

We uncover and classify underlying customer narratives using advanced data science and predictive analytics. We help businesses understand why customers engage, what matters to them, what makes them satisfied, and what upsets them.

Narralytics’ objective, actionable insights enable businesses to pre-empt emerging issues, leading to recommendations into corrective interventions.

Why is this important? Customer acquisition is 6 to 7 times more expensive than retaining existing ones. Subscription-based service providers only realise something is wrong when customers don’t renew.

We have helped our customers realise over 180% improvement in retention and engagement. Dont let your view cloud the issue and skew your understanding of your customers’ priorities. Narralytics is objective and covers on and offline sentiment, helping you target your activities on the best opportunities.