Paris/Nancy, 18 avril 2024 – Nans Thomas and Nicolas Rieul announce the launch of Actionable, the pioneering startup in predictive analysis of customer satisfaction. Actionable offers a solution that relies on artificial intelligence and the analysis of data collected throughout the consumer journey, to estimate the level of satisfaction of a company's entire customer base. All this, on a daily basis and by revealing the main drivers of satisfaction for each person.

A response to rising customer acquisition costs.

Companies have seen their customer acquisition costs soar by more than 60% over the last 5 years. This is due in particular to regulatory changes such as the GDPR or technical restrictions linked to advertising cookies. But also to strong inflation in the prices of large platforms.

The consequence of all this is that the customer loss rate can no longer be easily covered by constant acquisition. In this context, maintaining customer satisfaction to increase their retention has never been more crucial for companies. In fact, acquiring a new customer costs between 5 and 25 times more expensive than keeping it.

According to McKinsey, companies with a Net Promoter Score - satisfaction indicator - higher than that of the competition have growth twice as strong as that of their competitors. But if these satisfaction indicators are key, only 6% of managers find the current measurement tools really actionable, recalls McKinsey. Mainly due to their lack of granularity and completeness. In fact, on average only 7% of customers respond to satisfaction questionnaires.

Predict 100% customer satisfaction, every day.

Actionable solves this problem by providing real-time analysis of the level of satisfaction and the factors that impact it, for the entire customer base.

By using data collected throughout the customer journey, Actionable goes beyond the traditional analysis of satisfaction surveys thanks to its predictive artificial intelligence.

Actionable's unique methodology, AX-Score, provides a satisfaction score from 0 to 100, updated in real time to enable businesses to act quickly to prevent attrition - the loss of customers - or reducing the budget of dissatisfied customers.

"Keeping your customers is the healthiest thing a company can do. Unfortunately, being 'customer-centric' cannot be decreed. With Actionable, we help leaders make informed strategic decisions and empower field teams to act on a daily basis" declares Nicolas Rieul, co-founder and co-CEO

“We are building the world’s most advanced AI in the field of customer experience with a single goal: to improve satisfaction and retention through actionable insights every day,” says Nans Thomas, co-founder and co-CEO.

An approach already tested with exceptional results.

It was during his previous work experience at AgroLeague, a B2B SaaS company for farmers, that Nans conducted research aimed at providing more personalized experiences for the company's customers. Under the direction of CEO Jean-Christophe Girondin, this approach focused particularly on the exhaustive exploitation of data collected throughout the customer journey.

This new data-driven approach has allowed us to gain real-time insight into our farmers’ satisfaction levels, enabling us to serve them even more effectively. This is an integral part of our strategy to shape agriculture in the world. tomorrow.

Jean-Christophe Girondin, CEO of AgroLeague

After several months of deployment and use within teams, AgroLeague saw a significant increase in NPS (Net Promoter Score) as well as a remarkable reduction in attrition, which is now exceptionally low.

It is from this approach thought up by Nans Thomas and the meeting with Nicolas Rieul that Actionable was born.