Sony wished to gain user feedback across all of its primary digital properties – to better understand the customer experience and identify possible areas of optimisation. Due to the rise in mobile-device usage and console access, these channels needed to be incorporated to provide a holistic digital view.
A global study was conducted (in local language) – employing a consistent, master, survey with focused regional/channel specific questioning – as required. This was broadcast across the relevant customer devices (including Sony apps, gaming consoles, connected TVs; etc.).
Sony were able to gain insight into user behaviour (across device types), as well as identify gross positives and negatives (in relation to the service proposition). The outputs – driven by the universal KPIs – meant solid, actionable, decisions (based on the comparable nature of the feedback data) could be made, with best-practice identified, praised and replicated. Remedial action was able to be taken where required (on a prioritised basis).