Optimizing Customer Experience evaluation through Machine Learning
“Pandera was very good at helping us understand the process of doing text-analytics. They were also very good at helping us classify our text. We can now quickly evaluate what participants are saying at a high-level about 100% of our programs instead of just the 2% we manually review in the past.”
– Jaap van Reijendam | Director, Business Analytics
Road Scholar is a not-for-profit that focuses on inspiring adults to learn, discover and travel in all 50 states and 150 countries. Road Scholar faced the challenge of evaluating their customer experience feedback data to improve program quality. They previously reviewed all program evaluation data manually and results regularly included incomplete evaluations and unconventional text which limited their program quality assessment capabilities to only 2-3 programs per day.
To mitigate the issues of manually evaluating program evaluation data, filtering through unconventional text resulting in incomplete evaluations, Pandera utilized the Google Cloud Platform to develop an enrichment pipeline that ingests daily program evaluation comments, enrich with sentiment, topic classification and keywords, then return the results for visualization and activation.
Through the capabilities of the Google Cloud Platform, Road Scholar can now effectively analyze the performance of every program and quickly identify problem areas. The utilization of Google Cloud’s AI/ML features provide Road Scholar the ability to review all program data for quality deficiencies as opposed to only a couple hundred a year. Previously it was only reviewing poor performing programs but now the regional team can easily review all high performing programs to truly enhance the experience of their customers.