How PEXA Saved 3 Team Members 3 Days a Month with AI-Powered VoC Insights
With Emma Wu, Head of Insights & Engagement
Transactions annually
Feedback responses annually
CSAT
PEXA is a world-leading property technology company that facilitates over 16 million property settlements annually, helping 20,000 buyers and sellers safely complete their transactions every week.
INDUSTRY
Software
USE CASE
Using Kapiche to complement their use of InMoment to understand their CSAT surveys while also using a number of other customer feedback channels.
PEXA's Vision for Customer-Centricity
PEXA, a world-leading property technology company, wanted to truly understand the voice of their customers and use data-driven insights to improve their platform, PEXA Exchange. With over 16 million transactions and 20,000 buyers and sellers settling properties each week, they knew customer experience was key, but they needed a scalable and efficient way to capture and analyze customer sentiment.
Overcoming the Hurdles of Traditional Feedback Analysis
Before Kapiche, PEXA’s customer insights were like trying to piece together a puzzle with missing pieces.
Scattered Feedback: Customer feedback was spread across multiple sources – surveys, support tickets, online reviews, even social media – making it nearly impossible to get a complete picture.
Low Survey Response Rates: Less than 5% of customers responded to surveys, leaving a huge gap in understanding customer needs and pain points. They knew valuable insights were locked away, but they couldn't access them.
Manual Analysis Bottleneck: The small insights team of three spent a staggering three days each month manually analyzing and reporting on the limited feedback they did receive. This made it impossible to react to emerging trends in real-time and meant valuable opportunities for improvement were missed.
The Key to Scalable Customer Insights
PEXA chose Kapiche’s AI-powered text analytics platform to centralize and automate its customer insights process. Connecting Kapiche to all their existing feedback sources was seamless. Kapiche’s ease of use and effectiveness allowed the team to analyze qualitative data at scale, reducing manual effort while providing deeper, more actionable insights.
It would take my team of three three days a month to translate those insights into reports that would be shared across the organization, and that's now completed in minutes." – Emma, Head of Customer Insights & Engagement, PEXA
Data-Driven Decisions and Enhanced Customer Engagement
Since implementing Kapiche, PEXA has experienced a dramatic transformation in how they understand and act on customer feedback:
From Days to Minutes: Analysis that previously consumed three days per month is now completed in minutes. This frees up the team to focus on strategic initiatives and proactive improvements.
Improved Reporting Efficiency: Lengthy 20-page reports are now condensed to concise 5-page summaries, making it easier to share insights and drive action.
Confidence in Insights: The team now has complete confidence in their insights, knowing they are based on a comprehensive analysis of all available customer feedback. This empowers them to make better, data-driven decisions across the business.
Faster Response to Customer Needs: PEXA can now identify and respond to customer needs and pain points faster than ever before, leading to a significantly improved experience for property buyers and sellers. For example, Kapiche helped them quickly identify a recurring issue with the document upload process, allowing them to implement a fix before it impacted a large number of customers.
Customer-Centric Culture: By leveraging Kapiche, PEXA has truly embedded customer feedback into the core of their strategy, ensuring continuous improvements to their platform and services.
A Future of Continuous Improvement and Innovation
By partnering with Kapiche, PEXA has moved from a reactive, data-limited approach to customer insights to a proactive, data-driven strategy. They've unlocked the true potential of customer feedback, transforming it from a scattered collection of opinions into a powerful engine for growth and innovation.
PEXA now has a scalable, data-driven approach to understanding their customers, allowing them to continuously improve the experience for property buyers and sellers, and make smarter, more strategic decisions across the organization. They're no longer just reacting to feedback; they're anticipating customer needs and proactively shaping the future of their platform.
"Kapiche has empowered us to truly listen to our customers at scale. We now have the insights we need to make data-driven decisions that enhance the PEXA Exchange experience and drive real business value." - Emma Wu, Head of Insights & Engagement, PEXA