Praktijkvoorbeeld: Vertrouwen Herstellen in de Luchtvaart

Tijdens een periode van intense operationele druk ervaarde deze App-Only Supermarket ongekende feedback van klanten. Waar traditionele analyses enkel een toename in ontevredenheid toonden, onthulde de entity-based API van Sentor de werkelijke oorzaak.

De Uitdaging

Het merk ontving massale feedback via diverse kanalen. Oudere systemen konden echter niet differentiëren tussen oppervlakkige klachten en structurele operationele faalpunten. Het leiderschapsteam had diepgaande diagnostiek nodig, niet zomaar een NPS-score.

Sentor's Diepgaande AI-Analyse

Sentor implementeerde direct de diepe AI-analyse en isoleerde de volgende kritieke bevindingen uit de rauwe data:

1. Management Diagnostiek

Merkgezondheid is kritiek. 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. Kernoorzaken

Poor Employee Treatment & Unrealistic Expectations

Fout: 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.

Bewijs: "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.”

Kernoorzaak: [Policy Gap] / [Service Fout]

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

Failed Delivery Execution & Inflexible Recovery

Fout: 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.

Bewijs: "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!"

Kernoorzaak: [Service Fout] / [Policy Gap]

Zakelijke Impact: Churn, revenue loss, reputation.

Inconsistent Product Quality & Supply Chain Issues

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

Bewijs: "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".

Kernoorzaak: [System Error]

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

3. Meest Schadelijke Klantfeedback

Citaat: "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"

Inzicht: 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. Herstelplan

Direct (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.

Procesverbetering (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.

Structureel (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.

De Transformatie en Resultaten

Door gebruik te maken van Sentor's Herstelplan, kon de organisatie direct de processen en policies aanpassen. Binnen 90 dagen werd het sentiment omtrent klantenservice aanzienlijk verbeterd en operationele defecten effectief gereduceerd. Het merk kon datagestuurde beslissingen nemen in plaats van giswerk.