Customer satisfaction: Actionable enhances product with an AI Data Analyst assistant

The genesis

In a context where customer acquisition costs is skyrocketing, retention is a major challenge. Recognising that traditional customer satisfaction measurement tools, such as NPS, are often insufficient (only 7% of respondents on average, according to McKinsey) and biased by the over-representation of dissatisfied customers, the start-up Actionable has developed a predictive analytics solution for customer loyalty. Founded in April 2024 by Nicolas Rieul (President of Alliance Digitale, former C.E.O. France and Southern Europe at Criteo) and Nans Thomas (former C.P.O. at Innovorder and C.P.T.O. at Agroleague), the service uses proprietary algorithms and machine learning to identify dissatisfaction among silent customers, who do not respond to customer surveys. The technology detects correlations between causes of friction (like a delivery method or choice of carrier) and identifies tipping points that could cause a breakdown in customer relations.…