Customer experience intelligence.
Understand your customers, act faster. Real-time feedback analytics that turn customer voices into actionable insights - at scale.
Your feedback command centre.
See CSAT, NPS, sentiment trends, and live feedback from every channel - all in one unified dashboard.
| Source | Date | CSAT | Sentiment | Theme | Excerpt |
|---|---|---|---|---|---|
| App | 12 May 10:15 | 4 | Positive | App Experience | "Really easy to check my balance and transfer funds..." |
| Branch | 12 May 09:52 | 2 | Negative | Customer Support | "Staff were dismissive and didn't listen to my issue..." |
| Call | 12 May 09:30 | 5 | Positive | Customer Support | "Agent was very helpful and resolved everything quickly..." |
| Digital | 12 May 09:10 | 3 | Neutral | Loan Process | "Application process was long but eventually worked..." |
From insight to impact.
Acumeni Pulse doesn't just show you what's happening - it tells you exactly what to do next, with projected impact for every recommendation.
- ✓Root cause analysis across all touchpoints
- ✓Recommendations ranked by effort and impact
- ✓Projected CSAT and NPS uplift per action
Customer Service Training Programme
Comprehensive training for branch and call centre staff focused on empathy, active listening, and resolution skills.
Loan Process Simplification
Streamline the end-to-end application with better transparency and communication at each stage.
Digital Experience Enhancement
Mobile app UX improvements targeting key friction points identified in feedback.
Command-level visibility.
See your CSAT, NPS, and total feedback at a glance across all channels and touchpoints.
Insights that drive action.
AI identifies patterns and metrics from your customer feedback data automatically.
Sentiment Breakdown
52.7% positive feedback - 26.5% negative, revealing clear improvement areas across your customer base.
Theme Detection
Top themes auto-detected: Customer Support (215), App Experience (172), Loan Process (118) - ranked by volume.
What's Working
Praise for mobile app usability and knowledgeable, responsive branch staff identified and highlighted.
Friction Points
Communication gaps, slow loan approval processes, and staff training needs flagged automatically for action.
Every voice, in real time.
CSAT Ratings
Customer satisfaction scores on every interaction, tracked and trended.
Sentiment Tags
Auto-categorised topics: branch service, app experience, support quality.
Critical Alerts
Instant flagging of critical issues before they escalate into bigger problems.
Multi-Source
Branch, digital, app, and call centre feedback - all unified in one view.
The why behind the numbers.
Deep dive analysis that uncovers the why behind the numbers - so you fix causes, not symptoms.
Root Causes Identified
- ✓Lack of empathy from customer support staff
- ✓Inadequate staff training for branch behaviour
- ✓Complex and confusing loan application process
- ✓Unreliable digital banking platforms
Patterns Detected
- ✓Negative experiences span all touchpoints
- ✓High frustration around account management
- ✓Poor communication responsiveness from staff
What to do next.
Clear, prioritised actions with projected impact - so you know exactly where to focus.
Staff Training
Comprehensive service training for all branch and call centre staff. Focus on empathy, active listening, and problem-solving skills.
+15–20% CSAT improvementLoan Process
Streamline and simplify the loan application process end-to-end. Improve transparency and communication throughout the journey.
+10–15% completion rateDigital UX
Invest in mobile banking app UX enhancements. Improve overall digital experience and satisfaction scores.
Boost NPS from detractorsTurn feedback into growth.
Acumeni Pulse gives your team the clarity to act quickly, the intelligence to act correctly, and the tools to do it at scale.