{"id":10979,"date":"2021-10-13T14:14:22","date_gmt":"2021-10-13T14:14:22","guid":{"rendered":"https:\/\/www.revuze.it\/?p=10979"},"modified":"2021-10-13T14:14:22","modified_gmt":"2021-10-13T14:14:22","slug":"7-ways-to-improve-customer-feedback-analysis","status":"publish","type":"post","link":"https:\/\/www.revuze.it\/blog\/7-ways-to-improve-customer-feedback-analysis\/","title":{"rendered":"7 Ways To Improve Customer Feedback Analysis"},"content":{"rendered":"

Information is power, so you\u2019ll have a huge competitive advantage if you know how to interpret feedback from customers and use the analyzed tips that can be generated from it. Customer feedback analysis is a powerful tool that helps you take <\/span>feedback<\/span><\/a> from your audience and turn it into something useful, a clear target for improvements that you can make and complaints that have been made.<\/span><\/p>\n

Remember, while not all feedback is going to be negative, consumers are far more likely to leave feedback over a negative experience than a positive one. Therefore, don\u2019t be discouraged if the majority of your feedback data is negative: it\u2019s a chance to learn how to be better!<\/span><\/p>\n

Below you\u2019ll find seven of our best tips for improving analysis of complaints and compliments and how to interpret feedback in the workplace to form a better idea of what the consumer desires.<\/span><\/p>\n

1. Check and separate the type of feedback you\u2019re getting<\/b><\/h2>\n

When you\u2019re analyzing feedback forms, it\u2019s often just as important to check <\/span>who<\/span><\/i> is leaving feedback as <\/span>what<\/span><\/i> is being said. After all, the most important pieces of insight will come from <\/span>long-term<\/span><\/a> customers who have much more experience with your brand than the average consumer.<\/span><\/p>\n

However, you shouldn\u2019t be fooled into thinking that newer customers have no insight into things. Pay attention to how much the customer has used your products rather than the length of time they have done so for. Remember that your feedback analysis relates to the study of determination of sales performances and potential, you want to ultimately be looking at what will bring in more revenue.<\/span><\/p>\n

When checking your feedback, it\u2019s also important to keep in mind that the two ends of the scale (e.g. 1 and 5 in a 1-5 rating) are going to be more populated than the middle, as it\u2019s just human nature to act on strong positive or negative feelings. Because of this fact, you can separate your feedback into the positive and negative kinds which will tell you different things about your customers\u2019 experiences. Want to focus on improvements? Complaint trend analysis is your friend. Want to think more about refining the positives? Glowing reviews that give positive feedback for customer service can help there.<\/span><\/p>\n

2. Categorize your feedback<\/b><\/h2>\n

If you\u2019re wondering how to improve analysis, one of the best first steps is to take your data and categorize it (and subcategorize). How this might be done is up to you, but one of the best ways of doing this is to look at each step in the customer journey and place the feedback into categories that represent said steps. That way, you\u2019ll have an easier time getting your data analysis and interpretation of customer satisfaction right \u2014 there\u2019s no use trying to make improvements if you don\u2019t know what your customers want, after all! You can find market feedback analysis templates and similar online if you\u2019re not sure where to begin.<\/span><\/p>\n

You can also categorize your data by type if you\u2019re using multiple methods of collection (are you calling customers for feedback, or simply leaving forms with their purchases), by date if you want to analyze the effect of a new change in procedure etc., or by how useful you think it is and how detailed a piece of information it contains. When you\u2019re categorizing feedback a lot of it will go into the non-useful categories, junk or generic reviews that give no actual information being two of them. While it\u2019s always heartwarming to see someone leave a comment saying \u201cI love your brand,\u201d it isn\u2019t very useful in this context so you should filter it and comments like it out so you can focus on customer feedback results that you can extract useful data from.<\/span><\/p>\n

3. Automated tools and software<\/b><\/h2>\n

If you\u2019re a small business that turns over relatively few products, you might be able to go through all of your reviews by hand and sort them into neat little piles. In the digital age where reviews can be left en masse this approach isn\u2019t very feasible, with reviews for even small brands numbering in the hundreds or thousands. This can be aided with software or AI filters that screen feedback and separate it into categories automatically, doing in seconds what it would take a human all day.<\/span><\/p>\n

Some automated tools that you can use include text analysis which reads the text present and sorts based on words that are within, and <\/span>sentiment analysis<\/span><\/a> which uses more nuanced algorithms to try and figure out the meaning of the words and sort appropriately. Of course, neither method is 100% effective as the nuance of language is a tricky thing even for humans, but it should vastly reduce the workload when thinking about how to summarize user feedback in a useful way.<\/span><\/p>\n

4. Finding trends<\/b><\/h2>\n

Trends are one of the most important things when it comes to analyzing feedback forms, as not only do you want to improve upon your faults but you want to do it in a way that satisfies the most customers with the resources you have. After all, customers drive your revenue. Loud voices and strong opinions are easy to fixate on, but you should keep in mind that if you have one extremely negative review and several dozen positive ones, the negative experience is far more likely to be an outlier caused by random factors than an indication of an ongoing problem.<\/span><\/p>\n

When you\u2019re deciding how to present customer feedback to your team and get them on board with the issues that are occurring, trends are the best way to do this. Not only are they easy to spot if you\u2019ve got the feedback analysis format right but they\u2019re also indicative of where problems lie and what the root causes that you\u2019ll want to find out might be. When planning out how to collate feedback forms, knowing what categories you\u2019re focusing on will help you know what trends might arise in that data.<\/span><\/p>\n

5. Root causes<\/b><\/h2>\n

Following on from identifying trends, finding the root cause of systematic problems should be your final goal when analysing feedback forms. From the trends you identify, you can move to the root cause of problems and how to improve them. Of course some causes might not be immediately obvious even from lots of data, and you have things such as survivorship <\/span>bias<\/span><\/a> and similar psychological phenomena to take into account. Getting a second opinion from your team or from outside assistance can go a long way in rooting out the causes of your issues.<\/span><\/p>\n

6. Context is everything<\/b><\/h2>\n

When you\u2019re thinking about how to analyze feedback data, and even how to collate and analyze feedback itself, you\u2019ll want to put everything into context \u2014 no review exists in a vacuum after all. While you might be tempted to cross-reference your quality reviews for different products, unless they share characteristics there isn\u2019t much point in doing so. If you have multiple platforms or store locations, keep the reviews for each separate. Any positive feedback for customer service in one location won\u2019t necessarily hold true for another, so you need to be careful that you aren\u2019t making unnecessary changes, or worse, actively making the customer experience more negative.\u00a0<\/span><\/p>\n

Of course, some things will carry over such as methodology problems and similar, so the line between relevant and not is difficult to walk sometimes. Analysis vs analyses is a key concept here, as data sets being analysed both separately vs together might reveal different things that escape notice on a smaller scale.<\/span><\/p>\n

7. Make a plan<\/b><\/h2>\n

Once you\u2019ve evaluated client feedback, identified trends, set them in context and figured out where the root problems are, the logical thing to do is create a plan of how you\u2019re going to tackle them. Getting each problem tackled by someone who specialises in that area is a great way to see improvements, so don\u2019t be afraid to take advice when you need it. You can collect your data and arrange it into a customer feedback analysis report format if necessary, which will help those unfamiliar with the base data to comprehend what\u2019s going on (customer feedback analysis report samples can be found online) so you shouldn\u2019t shy away from asking people\u2019s opinions if you think they might have insight.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Information is power, so you\u2019ll have a huge competitive advantage if you know how to interpret feedback from customers and use the analyzed tips that can<\/p>\n","protected":false},"author":17,"featured_media":11003,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[1],"tags":[17,18],"acf":[],"_links":{"self":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/posts\/10979"}],"collection":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/comments?post=10979"}],"version-history":[{"count":0,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/posts\/10979\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/media\/11003"}],"wp:attachment":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/media?parent=10979"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/categories?post=10979"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/tags?post=10979"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}