Praktijkvoorbeeld: Vertrouwen Herstellen in de Luchtvaart

Tijdens een periode van intense operationele druk ervaarde deze Major European Streaming Service 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 streaming failures and deeply unsatisfactory customer service are driving immediate churn and escalating legal/reputational risks. The most alarming insight is the widespread inability to deliver core paid content reliably, coupled with customer support that actively disengages from problem resolution.

2. Kernoorzaken

Poor Video Streaming Quality

Fout: Core video streaming infrastructure is unstable, leading to pervasive buffering, frozen streams, and substandard visual quality.

Bewijs: "buffers for ages then just stops, I'm lucky to see a quarter of any game." (doc_21)

Kernoorzaak: [System Error]

Zakelijke Impact: Verloop, Reputatie

Poor Service And Communication

Fout: Customer service is unresponsive, unhelpful, blames users for technical issues, and refuses legitimate refund requests.

Bewijs: "Customer service is terrible. I can only reach them via chat. Silke B has frustrated me immensely on several occasions. He has no interest in helping." (doc_10)

Kernoorzaak: [Service Fout]

Zakelijke Impact: Churn, Legal, Reputation

Poor Streaming Quality And App Usability

Fout: The streaming platform's user interface is unintuitive, plagued by navigation issues, and fails basic functionalities like initiating streams or providing comprehensive content access.

Bewijs: "Very bad picture quality. Very low bitrate. Very dumb app navigation. Impossible to find anything." (doc_13)

Kernoorzaak: [System Error]

Zakelijke Impact: Verloop, Reputatie

3. Meest Schadelijke Klantfeedback

Citaat: "Absolutely terrible service and poor customer relations. I could only stream [The Company] from my desktop and when the airplay function stopped working was merely told it was my fault and that I cannot get a refund. I subsequently cancelled my subscription and instead of allowing me to complete the remaining 2 weeks of the month I had paid for, they completely cut me off. The worst media app I have ever used. Will never use this app again."

Inzicht: This feedback demonstrates a critical failure across multiple domains: product functionality (airplay), service (blaming customer, refund refusal), and policy (premature account termination post-cancellation). The explicit intent to churn and never return, combined with accusations of fraudulent behavior, indicates severe brand damage and potential legal exposure.

4. Herstelplan

Direct (24h): Implement emergency fixes to stabilize live streaming infrastructure, addressing buffering, freezing, and low-quality output.

Procesverbetering (30 days): Overhaul customer service protocols and training to ensure empathetic, proactive problem-solving and fair refund processing for service failures. Establish clear communication channels and guarantee service until subscription end for cancellations.

Structureel (90 days): Initiate a comprehensive audit and redesign of the streaming application's UI/UX and backend content delivery network to improve navigation, reliability, and content access across all platforms.

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.