PT Astra Honda Motor replaced phone surveys with WhatsApp surveys and used SurveySensum’s text analysis to examine open-ended responses, according to the provider’s customer case.
The account describes a team seeking useful feedback quickly enough to act on it. Digital collection allowed customers to respond in their own time, while automated tagging helped the team identify recurring issues and sentiment.
SurveySensum reports a 70% reduction in phone-survey costs for this program. That is a vendor-reported comparison for the stated research workflow, rather than a reduction in the company’s overall operating costs.
The application links a convenient response channel with a process for deciding which customer problems need attention. The scope is Astra Honda Motor in Indonesia.
SurveySensum helps organizations understand customer feedback and put it to work across the business.
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