Case Studies Discover How Our Insights Will change everything

Comparing topic conversation in forums

We worked with an over the counter, topical pain-management brand in the UK who wanted to develop a comms strategy to help them become more than a transitory choice in this category for consumers.

They wanted to move beyond being “that pain cream stuff” and into the hearts and minds of consumers, positioning themselves as a partner to help people achieve great things in sport, exercise and their everyday life.

To do this, we analysed thousands of conversations in forums that discussed pain in order to discover ‘unknown unknowns’ about people’s relationship with it.

Comparing open-ended questionnaire results

Recognising a disconnect between sales targets and customer service, a leading fashion retailer wanted to scientifically analyse huge quantities of mystery shopper survey data.

The brand regularly conducts open-ended mystery shopper surveys on a huge scale, which traditionally has been difficult and time-consuming to code – but by using Relative Insight, they were able to quickly compare all this qual data in order to make huge changes to their in-store customer experience training programmes.

Topic comparison over time

In order to inform new communications around the importance of smear tests and awareness of HPV, we analysed conversations in forums over a two-year period to see how women have been discussing these topic over time.

By charting one conversational topic over a period of time, we can see how women’s concerns ebb and flow – and by analysing these, pharma and charity organisations can plan themes for annual awareness campaigns and comms.

Language analysis as a tool for improving treatment delivery

By understanding how conversations around radiotherapy differ between healthcare practitioners and their patients, we were able to identify areas of opportunity for improved treatment delivery.

Comparison can help bridge the gap between practitioners and patients by understanding the factors that influence the effectiveness of treatment plans.

Comparing patients and healthcare practitioners

66% of Americans taking prescription medication are non-adherent.

To understand why this might be, we compared the discussion of non-adherence between patients and healthcare practitioners.

Analysing live chat transcripts

DFS wanted to analyse the existing language used by their live chat agents to ensure that every chat was highly scored by the customer, and therefore highly profitable for the business.

So in order to help them understand more about their customer’s experience with live chat, we compared transcripts of low-scoring chats, to those that were scored highly.

Competitor comparison analysis

Our language comparison technology compares the specific way specific demographics talk on any given topic.

In order to gauge new marketing communications for a cruising company, we compared the different things passengers of four separate cruise companies talked about on social media, and uncovered tiny nuances in how each talk about their cruise experience.