Case Study: Restoring Trust in Aviation

During a period of intense operational pressure, this App-Only Supermarket experienced unprecedented shifts in customer feedback. While traditional metrics simply showed a drop in satisfaction, Sentor's entity-based sentiment API uncovered the severe, structural root causes hidden within the noise.

The Challenge

The brand was receiving massive amounts of feedback across multiple channels. Legacy systems failed to differentiate between superficial complaints and deep-seated operational failures. The leadership team required profound diagnostics, not just a surface-level NPS score.

Sentor's Deep AI Analysis

By connecting their data pipelines to Sentor, the organization generated the following executive diagnostic, isolating the critical failures directly from the raw customer voice:

1. Executive Diagnostic

Brand health is Critical. The most alarming insight is the systemic disregard for employee well-being and operational hygiene, which directly correlates with service degradation and poses significant legal and reputational risks.

2. Root Causes

Poor Employee Treatment & Unrealistic Expectations

Failure: Systemic pressure on delivery drivers leads to unpaid work, rushing, and unsafe conditions, extending to a disrespectful hiring process and poor facility conditions for staff.

Evidence: "Your shifts are scheduled based on a completely unrealistic time estimate. ... That extra time? UNPAID." "They don't supply hot water for employees to wash their hands', they leave spilt milk or yogurt on the floor of the facility." "The decision is already made. We won’t take you because you rescheduled your interview too many times.”

Root Cause: [Policy Gap] / [Service Failure]

Business Impact: Churn, legal, reputation, employee retention.

Failed Delivery Execution & Inflexible Recovery

Failure: Frequent late or missed deliveries due to drivers not adhering to protocols, exacerbated by rigid policies that prevent rescheduling or full refunds, forcing customers to pick up orders or lose money.

Evidence: "Only one time in 1,5 years we could not open the door in 2 minutes, so the delivery guy just left." "You are not getting you groceries and also your money back. You can go on the other side of the city to deliver it yourself." "I phoned [The Company] to find out if they can give us a normal refund or partial refund but that was not possible!"

Root Cause: [Service Failure] / [Policy Gap]

Business Impact: Churn, revenue loss, reputation.

Inconsistent Product Quality & Supply Chain Issues

Failure: Customers consistently receive missing, damaged, or expired products, including fresh produce and frozen items, indicating severe lapses in quality control.

Evidence: "In complete order Frozen foods missing," "My last 3 orders have had issues, either missing or damaged items," "the food is wht you hv for freee is expire ans people are getting sick every day".

Root Cause: [System Error]

Business Impact: Churn, reputation, legal (health risk).

3. Most Damaging Customer Voice

Quote: "They don't supply hot water for employees to wash their hands', they leave spilt milk or yogurt on the floor of the facility. It's disgusting. The only thing they care about is their profit. Disgusting"

Insight: This feedback highlights severe health and safety violations within operational facilities, demonstrating a blatant disregard for employee well-being and potentially jeopardizing customer health through unhygienic practices. This directly undermines brand integrity and consumer trust.

4. Recovery Roadmap

Immediate (24h): Implement emergency protocols to address critical health and safety violations in production/delivery facilities, including ensuring hot water availability for handwashing, facility cleanliness, and inspection of employee food supplies for expired items.

Process Fix (30 days): Revise and enforce stringent delivery protocols for drivers regarding missed deliveries, including mandatory re-attempt procedures or clear customer notification with rescheduling/refund options. Implement a transparent, customer-centric refund and compensation policy for all failed deliveries and product issues. Re-evaluate and adjust unrealistic delivery time estimates and driver compensation structures.

Structural (90 days): Invest in comprehensive quality control systems across the entire supply chain, from sourcing to delivery, to significantly reduce missing, damaged, or expired items. Develop and implement mandatory HR training focused on respectful candidate interaction, fair labor practices, and fostering a supportive work environment.

Transformation & Results

By executing Sentor's prioritized Recovery Roadmap, the organization immediately rectified policy gaps and overhauled fulfillment logic. Within 90 days, the sentiment surrounding customer service improved significantly, preventing further reputational decay. The brand shifted from reactive guesswork to data-driven operational excellence.