Idiomatic was essential in our Voice-of-Member initiative for 2021
Manual tagging of data resulted in inconsistencies, small samples, and excess time spent on deep dives to surface insights. With 2 million subscribers, FabFitFun needed a scalable, data-driven way to translate the voice of the customer cross-functionally. FabFitFun partnered with Idiomatic to drive transformative solutions with real-time insights into the “why” behind customer satisfaction scores.
The Idiomatic Solution
Idiomatic analyzes and categorizes FabFitFun’s text survey responses and support contacts in real-time. Idiomatic’s customized AI and real-time insights dashboard empowers FabFitFun to make the changes that matter.
49% decrease in complaints
FabFitFun improves retention by addressing specific reasons for customer churn uncovered with Idiomatic insights.
250% increase in product Satisfaction
FabFitFun uses Idiomatic’s specific categorization of product feedback to guide merchandising decisions to delight customers.
28% decrease in contact volume
FabFitFun implements solutions to proactively address nuanced customer pain points uncovered by Idiomatic.
6% Increase in 5-star Ratings
FabFitFun prioritizes changes using Idiomatic’s key driver analysis to correlate top customer pains to negative scores.
Reduction in manual Analysis to get Product insights
FabFitFun saves time & makes decisions faster with Idiomatic’s real-time, AI categorization.
We have never had the ability to look at marketing survey data like this!
Idiomatic has saved hours and hours of manual work.
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