Principle
High confidence
2023 Wheelock Highlights - [company]
The 2023 Wheelock Highlights - [company] report analyzes 1,614 survey responses, revealing key issues like website usability, billing, and customer service. The average NPS score is 3.21, with login capability being the highest trending concern. Thematic analysis identifies recurring problems in website performance, account access, billing discrepancies, and customer dissatisfaction, providing insights for targeted improvements.
Why This Works
Key Learnings
Viewed 42+ times
Related Entries
Test Idea
Test: Address "Inconsistent customer service experiences, including long wait times, difficulty..."
layouthomepage
High confidence
Test Idea
Test: Show them what kind of difference they could make at home or in their community by taking action on ...
layouthomepage
High confidence
Test Idea
Test: Address "Login, account access, and technical issues prevent customers from completing ba..."
layouthomepage
High confidence
Test Idea
Test: Address "Payment and autopay reliability issues create stress and distrust, particularly ..."
layouthomepage
High confidence
Test Idea
Test: When looking at possible enhancements to our login initiatives there are many opportunities to explo...
layouthomepage
High confidence