Sunrun 10x'ed the amount of actionable insights from customer feedback with Unwrap.ai

Sunrun is the nation’s largest home solar and battery storage provider, pioneering affordable solar energy-as-a-service for families across the country. They serve over 900k customers and care deeply about each customer’s clean energy experience. 

‍

To have a comprehensive understanding of their customers, Sunrun’s CX team relies extensively on NPS surveys. They leverage surveys across different customer cohorts and interactions, such as sending surveys after onboarding, support interactions, etc. This gives the CX team a treasure trove of valuable data. However, the most valuable insights are free-form text, which is prohibitively expensive to analyze at scale. That’s where Unwrap.ai comes in. They’ve partnered with Unwrap.ai, sending their tens of thousands of monthly surveys to the Natural Language Processing (NLP) platform for sentiment analysis, auto-tagging, routing, and actionable trend detection.

‍

“Unwrap gives us the ability to route thousands of new comments each month to the right teams for action and coaching feedback. Additionally, the tool helps us understand our holistic business opportunities in a way that encourages action and allows us to craft proactive marketing communication for customers to prevent common areas of confusion,”  Kristie Siebert, Senior Manager, Quality & NPS at Sunrun.

‍

Better insights in less time from NPS Surveys

Before Unwrap.ai, the Sunrun team had to manually analyze thousands of monthly surveys or rely on basic technologies to extract high-level insights that often lacked specificity and actionability. Now, this process has been reduced from hours to minutes, plus the insights are more actionable. Instead of identifying only a few broad themes, Unwrap identifies 50+ actionable insights, a more than 10x improvement.

‍

“Before Unwrap, we were unable to adequately analyze survey comments and would have needed to do so manually,” Siebert said. “Comment reviews were limited to either rigid static word searches or very restricted broad comment themes that did not help us identify root causes or give enough information to lead to any effective action.”

‍

Turning feedback into revenue

After partnering with Unwrap.ai, Sunrun was able to dive deeper into data and uncover new insights that were previously hidden. These insights can manifest as different opportunities, from bugs that need to be fixed to product gaps that should be addressed in future sprints to upsell opportunities from existing customers. In one specific case: “

‍

Unwrap uncovered hundreds of customers who wanted to purchase a retrofit battery product. These comments are giving us deals we would have missed — with zero lead generation cost,” Siebert said. “On top of the cash value, these deals also deliver brand and product value for Sunrun, as we're very invested in expanding this product and leaning into the benefits it will bring to our environment and everyday customers.”

‍

Unwrap’s insights provide Sunrun a list of happy and satisfied customers who are also interested in adding on additional products to their home solar systems. These insights were always present in the NPS data, we just needed the power of Unwrap’s NLP to discover them.

‍

To Recap

• Unwrap.ai partnered with Sunrun to help them analyze tens of thousands monthly NPS surveys
• Before Unwrap.ai, Sunrun relied on manual review, which resulted in very broad insights, and an inability to consistently identify more granular, actionable insights
• Unwrap was able to 10x the number of insights generated from Sunrun’s NPS data
• Unwrap has helped Sunrun identify many new insights, including customers who are interested in additional Sunrun products, resulting in new revenue opportunities from existing customers