Case Study - The NEC Group are using Codeit to enhance the timeliness and quality of their Customer Experience analysis

11 July 2018

Case Study - The NEC Group are using Codeit to enhance the timeliness and quality of their Customer Experience analysis
The NEC is the UK’s No. 1 venue for shows, exhibitions, meetings and events. A core element of NEC’s strategy is understanding their customers’ experience – feedback from customers underpins customer service and capital investment, as well as product and customer development. NEC view customer feedback as a priceless asset for teams, management and board.

NECGroup.PNGOver 25,000 pieces of individual customer feedback are generated annually. The challenge for NEC was to find a solution to analyse customer feedback in an efficient and timely manner. Traditionally, NEC’s customer feedback files were manually exported from their data collection platform and shared internally as a set of spreadsheets for various team members to work on, using Excel as their coding tool. This was a slow, cumbersome and repetitive process that created delays in delivering timely analysis of critical customer feedback.

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