EXPERIENCE ‘18

Text AnalyticsFast Customer Insights at Woolworths

Joanna Moser, Medallia, Sr. Manager,

Technical Solutions Consulting

Lloyd Nurthen, Woolworths,

Voice of Customer Program Manager

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Who isWoolworths Group is the largest Australian and New Zealand food and liquor retailer, with leading formats in supermarkets, liquor, general merchandise and hotels. We endeavour to create a world-class experience for consumers across all our stores and platforms.

202kteam members

77kyoung team members

ONE OF AUSTRALIA’S LARGEST EMPLOYERS

3000+Woolworths Supermarkets

Woolworths groupstores in AUS & NZ

995

?

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Our Purpose

Why we exist

Our Ways-of-Working

How we work

We put our customers 1st

a

Our Values

Woolworths Group Purpose

Woolworths Food Group Purpose

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+13

Woolworths, Medallia and IpsosWoolworths, Ipsos and Medallia have worked together over the past 2.5 years to enhance the customer experience journey with actions taken leading to a 13 percentage point increase in overall satisfaction amongst customers visiting in store

82

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What are we going to talk about today?

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TOPICS THEMESVS.

Man Made Machine Generated

Operationally Oriented Detail Driven

Prioritization & Goal Tracking Emerging Trends & Root Cause

Medallia Text Analytics

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What is it about Bananas?Using Topics and Themes for Quick Insight

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Medallia Text AnalyticsTopic Analysis

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Medallia Text AnalyticsTheme Explorer

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DIY Text AnalyticsSelf service as more than a management tool

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Shade in Car Parks

ProblemA Team asked about Shade in Car Parks in QLD Stores, but just doing a plain text search was not bringing up much information. They wanted to understand which Regions were most affected.

ActionUse self service TA to help us understand the comments and regions which are most affected by this issue.

OutcomeBy using Medallia’s Text Analytics, we were able to quantify that ~70% of the comments we received were negative and the Renewal Team has put a plan in place to increase customer satisfaction.

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Is anybody reading this?

SituationThroughout customer comments, there is occasionally a theme about “is anyone reading this?”, “I was just filling this out to see if someone would get back to me” or “I asked someone to contact me last time, and no one has”.

ActionBuilding targeted topics around ‘Request for Follow-up’, ‘Missed Follow-up’, ‘Survey Doubts’ using Self Service

PlanCreate new Topic Alert workflows, with each topic going to the appropriate group (Ex. ‘Request for Follow-up’ to Store Manager).

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Q&AThank you