Praktijkvoorbeeld: Vertrouwen Herstellen in de Luchtvaart

Tijdens een periode van intense operationele druk ervaarde deze Global HR & Recruitment Agency 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. Systemic failures in communication, ethical practices, and employee treatment are driving severe negative sentiment, leading to immediate legal threats and reputational damage.

2. Kernoorzaken

Poor Communication & Misinformation

Fout: Recruiters provide inconsistent job information and frequently fail to follow up with candidates post-interview, leading to wasted applicant time and false hope.

Bewijs: "Misleading information about the job online, When you arrive for the interview, it is not the same information given." (doc_5)

Kernoorzaak: Service Fout

Zakelijke Impact: Churn, reputation, wasted operational resources

Unfair Pay & Non-compliant Practices

Fout: The organization is accused of illegal wage practices, underpayment, and non-compliance with worker rights regulations (e.g., AWR), compounded by predatory non-compete clauses.

Bewijs: "They do not follow AWR which gives workers more rights and pay after 12 weeks." (doc_15)

Kernoorzaak: Policy Gap

Zakelijke Impact: Legal risk, revenue loss (fines/settlements), severe reputation damage, churn

Unprofessional Conduct & Discrimination

Fout: Multiple instances of highly unprofessional staff behavior, including physical assault, racism, and general disrespect towards candidates and employees, with management failing to address reported incidents.

Bewijs: "While administering the breathalyzer, the woman administering the breathalyzer hit me on the lower part of my nose" (doc_2), and "I made a complaint by the supervisor multiple times, but they never took any action to stop this racism" (doc_21).

Kernoorzaak: Service Fout

Zakelijke Impact: Legal risk, severe reputation damage, employee churn

3. Meest Schadelijke Klantfeedback

Citaat: "They won’t tell you this though so remember ACAS is your friend and they are a free advice place to help against bullies and thieves like [The Company]." (doc_15)

Inzicht: This feedback is acutely destructive as it explicitly labels the company as "bullies and thieves," directly advises seeking external legal/advisory support (ACAS), and points to systematic non-compliance with legal entitlements. This escalates financial and reputational risk to the highest level.

4. Herstelplan

Direct (24h): Launch internal investigation into physical assault (doc_2) and racism claims (doc_21), suspending involved personnel immediately.

Procesverbetering (30 days): Implement mandatory training for all recruiters on accurate job description communication, interview follow-up, and professional conduct. Establish clear, named communication channels for candidates.

Structureel (90 days): Initiate a full audit of all contractor payment policies and non-compete clauses to ensure full legal compliance (specifically AWR in the UK). Develop and enforce a zero-tolerance policy for discrimination and harassment, with clear reporting and resolution protocols.

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.