Case study · Financial, Insurance

A global listening dashboard for brand, product, and customer insight

How Trellist built a global social listening dashboard that tracks awareness, sentiment, and share of voice at the brand and product levels, with region-level competitive analysis.

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Client: Global financial services and insurance company
Industry: Financial Insurance
Services: Customer Intelligence & Data

The challenge

Our client wanted to understand how its key brand offerings and initiatives were landing, in the U.S. and around the world. That meant tracking awareness and sentiment at a level of detail its teams could act on.

It also needed to see how customer experience was playing out across service touchpoints, so it could repeat what was working and fix what wasn't.

What we did

Trellist designed and runs a global listening program built around one continuously improving dashboard.

A global listening dashboard. Region-level competitive analysis and monitoring in one place.
Share of voice at two levels. Ongoing SOV monitoring at the brand and product levels tracks growth in key segments and locations.
Customer experience analysis. We analyze experience across service KPIs to find areas for improvement and the moments of satisfaction worth repeating.
Voice of the customer on demand. The dashboard keeps expanding to capture VOC on new initiatives, marketing efforts, and product offerings.