{"id":693152,"date":"2023-07-12T01:05:12","date_gmt":"2023-07-12T06:05:12","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=client-story&#038;p=693152"},"modified":"2025-03-05T04:59:58","modified_gmt":"2025-03-05T09:59:58","slug":"capturing-user-feedback-to-improve-the-customer-service-experience","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/capturing-user-feedback-to-improve-the-customer-service-experience\/","title":{"rendered":"Capturing user feedback to improve the customer-service experience"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2023\/07\/5591-WebBanner-2880X1800-v.02.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2023\/07\/5591-WebBanner-2880X1800-v.02.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2023\/07\/5591-WebBanner-2880X1800-v.02.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2023\/07\/5591-WebBanner-2880X1800-v.02.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2023\/07\/5591-WebBanner-2880X1800-v.02.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2023\/07\/5591-WebBanner-2880X1800-v.02.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2023\/07\/5591-WebBanner-2880X1800-v.02.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2023\/07\/5591-WebBanner-2880X1800-v.02.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2023\/07\/5591-WebBanner-2880X1800-v.02.jpg\" class=\"header-img header-img-d\" alt=\"5591-WebBanner-2880X1800-v.02\" style=\"object-fit:cover;object-position:45% 41%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client Story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Capturing user feedback to improve the customer-service experience<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2023\/07\/Microsoft-Customer-Success-CSAT-.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download client story<\/span><span class=\"type\">2 MB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: A technology company<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: North America<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Sector: Technology and finance<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/us-en\/?post_type=client-story&amp;p=692980\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/us-en\/?post_type=client-story&amp;p=692980&amp;text=Driving%20superior%20insights%20and%20increased%20revenue%20with%20Microsoft%20Azure%20Synapse\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/us-en\/?post_type=client-story&amp;p=692980&amp;text=Driving%20superior%20insights%20and%20increased%20revenue%20with%20Microsoft%20Azure%20Synapse\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h4 class=\"wp-block-heading\" id=\"h-the-customer-experience-imperative-is-becoming-ever-clearer-across-industries-but-without-a-proper-tool-for-capturing-user-feedback-efforts-aimed-at-improving-the-customer-experience-may-be-unfocused-or-wasted\"><strong>The customer-experience imperative is becoming ever clearer across industries. But without a proper tool for capturing user feedback, efforts aimed at improving the customer experience may be unfocused or wasted.<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">This was the challenge faced by a technology company: its system for gathering user feedback on financial tools and service was not capturing customer satisfaction surveys in an effective way.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\" id=\"quoteWrapper\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\">Capgemini built a custom solution using Microsoft Dynamics 365 Customer Voice and text analytics within Azure Cognitive Services, integrated with Microsoft Power Automate and SQL Server.<\/p>\n\n<\/blockquote>\n\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-card-tabs undefined section--social-explore card-tabs-block\"><div class=\"container\"><\/div><div class=\"tabs\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-6 leftDiv\" id=\"leftDivId\"><div class=\"content-title\"><h2 class=\"card-tabs-heading\">Our Approach<\/h2><\/div><ul class=\"tabs-nav\"><li data-tab=\"87d40749-94ae-448f-8789-3d16e55736dc\"><a href=\"#\"><h3 class=\"infoitem-title\">Superior system for capturing feedback<\/h3><\/a><\/li><li data-tab=\"05c41ea6-5574-4b01-ad84-eff1bed3c2cb\"><a href=\"#\"><h3 class=\"infoitem-title\">Better overall insights<\/h3><\/a><\/li><li data-tab=\"912655c1-bde3-4b5e-9962-f6dc7366b670\"><a href=\"#\"><h3 class=\"infoitem-title\">Improved customer satisfaction<\/h3><\/a><\/li><\/ul><\/div><div class=\"col-md-6 rightDiv\"><div class=\"tabs-content\"><div class=\"tab\" data-tab=\"87d40749-94ae-448f-8789-3d16e55736dc\"><div class=\"tab-title\"><a href=\"#\"><span><h3 class=\"infoitem-title\">Superior system for capturing feedback<\/h3><\/span><\/a><\/div><div class=\"tab-inner\"><p>Capgemini\u2019s custom solution provided a more effective system for gathering user feedback and gauging satisfaction.<\/p><\/div><\/div><div class=\"tab\" data-tab=\"05c41ea6-5574-4b01-ad84-eff1bed3c2cb\"><div class=\"tab-title\"><a href=\"#\"><span><h3 class=\"infoitem-title\">Better overall insights<\/h3><\/span><\/a><\/div><div class=\"tab-inner\"><p>The solution developed SQL (structured query language) audits for monitoring feedback surveys to identify negative sentiments along with a process for subject-matter experts to analyze alerts and take corrective actions. This helped the support analyst team prioritize improvements based on urgency and solve known issues quickly.<\/p><\/div><\/div><div class=\"tab\" data-tab=\"912655c1-bde3-4b5e-9962-f6dc7366b670\"><div class=\"tab-title\"><a href=\"#\"><span><h3 class=\"infoitem-title\">Improved customer satisfaction<\/h3><\/span><\/a><\/div><div class=\"tab-inner\"><p>Quicker issue resolution reduced the number of service requests received, improving the experience for customers. This was also demonstrated by more reliable NSAT scores.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form undefined autocloudform\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img align-self-center escaper-left\"><\/div><div class=\"  col-md-12\"><div class=\"autoCloudForm\"><h3 class=\"formHelpText\">Connect with us<\/h3>\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_491528_1442042341\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div class=\"asterisk_title\">\n\t\t\t\t\t<p><span class=\"star-required\">*<\/span> Mandatory field<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div class=\"mf_form__errors mf_form__errors--top\" role=\"alert\" aria-live=\"polite\">\n\t\t\t\t\t<ul class=\"mf_form__errors__list\"><\/ul>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t\t<div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447347_4096_1072376280\" name=\"_mf_447347_4096\" placeholder=\"First Name\" required \/><label for=\"_mf_447347_4096_1072376280\" class=\"form-label\">First Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">First Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447347_5963_2771230300\" name=\"_mf_447347_5963\" placeholder=\"Last Name\" required \/><label for=\"_mf_447347_5963_2771230300\" class=\"form-label\">Last Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Last Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447347_2522_1907406591\" name=\"_mf_447347_2522\" placeholder=\"Company\" required \/><label for=\"_mf_447347_2522_1907406591\" class=\"form-label\">Company <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Company is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"email\" class=\"form-control\" id=\"_mf_447347_8100_1016797175\" name=\"_mf_447347_8100\" placeholder=\"Email\" required \/><label for=\"_mf_447347_8100_1016797175\" class=\"form-label\">Email <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Email is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_491528_3794_2091031747\" name=\"_mf_491528_3794\" placeholder=\"Job Title\" required \/><label for=\"_mf_491528_3794_2091031747\" class=\"form-label\">Job Title <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Job Title is not valid.<\/div><\/div><div class=\"mf-field-wrapper  col-sm-12\">\n\t\t<div class=\"form-check checkbox-controls\">\n\n\t\t\t<input type=\"checkbox\" id=\"_mf_447347_7122_3576619873\" class=\"form-check-input\"\n\t\t\t\tname=\"_mf_447347_7122[]\"\n\t\t\t\tvalue=\"1\"\n\t\t\t\trequired\n\t\t\t>\n\n\t\t\t<label for=\"_mf_447347_7122_3576619873\" class=\"form-check-label consent-text\">\n\t\t\t\tI agree to Capgemini collecting &amp; processing my personal data to allow me to receive information on Capgemini services. 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