1. Data Collection: Through Caplena's direct integration with Qualtrics, feedback from multiple channels is gathered, including open-ended responses to the main open question designed to capture the breadth of the customer experience, as well as closed quantitative questions. This means that as soon as Qualtrics receives a complete interview, it synchronizes the comments with Caplena, and the results become instantly visible.
2. Caplena’s Open-Ended Analysis:
Caplena dissects the open-ended question, organizing the vast feedback into three categories. This classification provides clarity and structure, making the data actionable. Within the categories, there are multiple topic subsections. This approach categorizes more than 600K pieces of feedback a year into a fine-grained mesh of 600 specific topics. Caplena's built-in Dash Boarding Solution then visualizes the results.
3. Into the Insights Hub: The processed data is visualized on the Caplena results dashboards, which, in turn, is interlinked into Lufthansa’s Insights Hub via iframe, where it sits alongside data from other sources. This creates a rich tapestry of both qualitative and quantitative insights.
4. Managerial Insights: Internal stakeholders can easily access this data and filter it based on their specific areas of responsibility. For instance, lounge managers would focus on feedback on lounge facilities and services within their geographical area to get actionable insights for their specific lounge.