Thanks to the Artiwise team, we can analyze our data quickly and take action based on real-time insights. Whenever we need, we can access all data at branch and store level, making our company’s strengths and areas for improvement clearly visible—together.
In banking, it is not always possible to put artificial intelligence directly in front of customers. With Artiwise, we chose to embed AI into our operations first—making employees’ work easier and reducing error rates. As a natural result, we clearly observed an increase in customer satisfaction.
As a 101-year-old institution, we have always placed customer interest at the center. While seeking solutions that deepen our customer experience focus through new technologies, we established a highly valuable collaboration with Artiwise. With teams working as one, this synergy delivered successful results in a short time.
This year, we truly worked as one team with Artiwise in a highly productive way. We integrated many channels including the call center, complaints, chatbot, social media, and branch correspondence. Being able to analyze all customer voices in an integrated manner became one of the most satisfying outcomes across the organization.
We had conducted similar studies before, but never at this scale or with such a large volume of data. Together with Artiwise, we transformed experience data into a structure accessible to all teams—not just one. Now everyone sees the same data and speaks the same language.
We are not on the front line of direct customer interaction; we focus on channels where technical issues arise. By bringing together all customer voices—surveys, social media, and complaint channels—we made common problems visible in one place. This allows us to detect issues before they turn into warranty costs and act more proactively.
Raw customer data alone has no meaning. With the AI-powered Artiwise CXM, we transform this data into actionable insights and detect part- and defect-based signals at an early stage. In many cases that later reflect on warranty, we clearly see that Artiwise identified the issue in advance—providing proactive alerts and acting almost like a working companion for our teams.
At its core, the problem is simple: moving the customer smoothly from point A to point B. But due to the scale of operations, we needed a structure that simplifies the process. With Artiwise, we gather all data in one place, see disruptions more clearly, and make the end-to-end customer journey fully visible.
Before Artiwise, we spent weeks manually reading customer complaints. In the very first outputs, we saw that the results perfectly matched our manual analyses. Beyond the technology, we built a truly strong partnership through both ways of working and communication.
Artiwise provides a powerful analytics platform, but the real value emerges through mutual feedback between teams. Thanks to this collaboration, we regularly produce brand-level insights and report them to our manufacturer. Analyzing data and closing the feedback loop takes these outputs to a much higher level.
Having made a significant impact on the CX (customer experience) world two decades ago, NPS (Net Promoter Score) continues to...
It is not surprising that customer satisfaction is more than a buzzword in today’s competitive landscape. Meeting customer needs through...
NPS is a metric gauging customer loyalty by assessing their likelihood to recommend your brand or product. It relies on a single question: “On a scale of 0 to 10, how likely are you to recommend us?” Respondents are categorised as Promoters (score 9-10), Passives (score 7-8), or Detractors (score 0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
CSAT measures customer satisfaction regarding a specific product, service, or interaction, usually using a rating scale (e.g., 1-5). The CSAT score is calculated by dividing the number of satisfied customers (usually rating 4 or 5) by the total number of survey responses and multiplying by 100.
NPS is determined by subtracting the percentage of Detractors from the percentage of Promoters. The score ranges from -100 to +100.
CSAT surveys ask customers to rate their overall satisfaction. The CSAT score is the percentage of satisfied customers (those rating 4 or 5).
Measure NPS periodically (e.g., quarterly or annually) to assess overall customer loyalty and identify improvement areas.
CSAT is best for specific touchpoints, like after a purchase or service interaction, to promptly address pain points.
NPS focuses on overall brand loyalty, while CSAT is transactional and specific to products or services. NPS tracks long-term loyalty, while CSAT highlights short-term satisfaction.
Both are valuable. NPS offers insights into loyalty trends, while CSAT pinpoints specific issues. Using both provides a holistic view of customer experience. Therefore, it is best to always aim for a higher net promoter score and customer satisfaction score.
Yes, NPS and CSAT scores complement each other. NPS provides a big-picture view, while CSAT delves into details. Use NPS for strategic decisions and CSAT for tactical improvements.
Artiwise enables the collection of actionable customer insights from multiple channels and analyses customer feedback through sentiment and root cause analysis. With its robust VoC analytics capabilities, the platform identifies the primary drivers behind your current CSAT and NPS scores. Additionally, it offers insights into the actions necessary to enhance these scores and how such improvements will impact your overall performance. Therefore, by leveraging Artiwise’s AI-powered features and comprehensive reports, you can elevate your NPS score effectively.
There’s no universal ideal score; it varies by industry and context. It is best to aim for continuous improvement rather than a specific number.
