EAVESDROP DIPSTICK #006Farmers Insurance

ESPeavesdrop.silhouette.perspective

ESP.

ED00

6

Eavesdropping on customer perception for Farmers insurance

SAMPLE EAVESDROP REPORT

All Companies > Farmers Insurance > Agent Perception

ESP.

ED00

6

To analyze performance of Farmers 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 low scores on customer advocacy could probably be the reason for the low brand resonance

• Process improvement areas got highlighted by the analysis

Take Aways

Incompetent

Insensitive

Passive

RudeUnhelpful

Unprofessional

Untruthful

Bad

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.

ED00

6

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.

ED00

6

ESP