{"id":24613,"date":"2023-02-17T17:00:05","date_gmt":"2023-02-17T17:00:05","guid":{"rendered":"https:\/\/www.revuze.it\/blog\/?p=24613"},"modified":"2023-02-15T15:17:54","modified_gmt":"2023-02-15T15:17:54","slug":"customer-feedback-analysis","status":"publish","type":"post","link":"https:\/\/www.revuze.it\/blog\/customer-feedback-analysis\/","title":{"rendered":"Customer Feedback Analysis: Analyzing & Understanding What Your Customers Are Saying"},"content":{"rendered":"
Customer feedback is a treasure trove of information with a wealth of insights to offer businesses seeking to improve products and boost revenue. But having feedback is not enough on its own. To understand what customers tell you, employing customer feedback analysis is a must, especially when done at scale. Learn what it means and how to do so successfully.<\/strong><\/p>\n One of the most impactful approaches you can take to help your business grow is to become a customer-centric company.\u00a0<\/span><\/p>\n Because not only do customer-centric companies win over the loyalty of their audience for the long term, but they also see the financial benefit of doing so, being <\/span>60% more profitable<\/span><\/a> than their competitors.\u00a0<\/span><\/p>\n In order to truly center your business around your customer, you\u2019ll need to create a culture that commits to listening and catering to the customer\u2019s opinions, thoughts, and needs. And there is no better tool for this than customer feedback analysis.\u00a0<\/span><\/p>\n By allowing you to systematically and regularly tap into your customers\u2019 opinions, customer feedback analysis enables you to make smarter, more strategic business decisions that help you retain a highly loyal customer base.<\/span><\/p>\n In this article, we review everything you need to know about how to successfully implement customer feedback analysis in order to improve business outcomes.\u00a0<\/span><\/p>\n To understand what customer feedback analysis is and why it\u2019s so important to modern businesses, let\u2019s break the term down into its parts.<\/span><\/p>\n The customer, or the individual or entity that makes a purchase from your company, is absolutely key to your business\u2019s success.\u00a0<\/span><\/p>\n As much effort as we may spend in building audiences, courting prospects, and attracting users, it is ultimately the paying customer who directly contributes to your bottom line.\u00a0<\/span><\/p>\n In understanding your customers, their needs, their pain points, and their opinions of your brand and your product, you\u2019ll be able to make strategic decisions to improve <\/span>e-commerce customer experience<\/span><\/a> and customer satisfaction, and boost revenue as a result.\u00a0<\/span><\/p>\n Customer feedback is all of the qualitative and quantitative data you receive from your customers that reflect their opinions, preferences, and concerns as they relate to your industry, company, and product.\u00a0<\/span><\/p>\n You can <\/span>collect customer feedback<\/span><\/a> through a number of channels, including but not limited to:<\/span><\/p>\n Feedback may be solicited or unsolicited and can come in several forms, including written comments as well as scores and ratings.<\/span><\/p>\n Customer feedback is a form of raw data that contains a multitude of valuable insights for your company.<\/span><\/p>\n It is the process of analysis that helps you take this raw data, structure it, and explore it in order to find patterns, identify problems, and extract actionable insights that you can implement in order to make improvements to your product and processes.<\/span><\/p>\n ???? For more analysis examples, check out our blogs on <\/span>product performance analysis<\/span><\/a> and <\/span>competitive product analysis<\/span><\/a>.\u00a0\u00a0<\/span><\/p>\n Satisfied customers are the lifeblood of a successful business.\u00a0<\/span><\/p>\n By creating a superior, satisfying customer experience, you are motivating customers to take a number of desirable actions, including<\/span><\/p>\n Indeed, <\/span>86% of customers<\/span><\/a> are willing to pay up to 16% more for a superior customer experience. Further, <\/span>a better retention rate is paramount<\/span><\/a> for businesses seeking growth as existing customers are easier to sell to and are likely to pay more for new products than first-time customers.<\/span><\/p>\n Customer feedback analysis holds the key to creating an exceptional customer experience that keeps your customers coming back for more.\u00a0<\/span><\/p>\n By collecting, analyzing, and acting on the insights you find in customer feedback, you will be able to give customers what they want, address any problems, and gain a reputation as a <\/span>customer-centric company<\/span><\/a> like massively popular and successful brands.<\/span><\/p>\n While analyzing customer feedback isn\u2019t as simple as throwing numbers at a computer, it doesn\u2019t have to be overly complicated.<\/span><\/p>\n In the next section, we break the process into five steps. And when working with dedicated customer feedback analysis tools, you can even skip most of them.<\/span><\/p>\n The first step of customer feedback analysis is collecting customer feedback. Here are a few important sources of customer feedback.<\/span><\/p>\n This unsolicited form of customer feedback is incredibly valuable, as it represents problems and concerns that customers feel strongly enough about to have actively contacted your company to discuss.\u00a0<\/span><\/p>\n For this reason, it is best practice to automate a system in which helpdesk emails and customer service call transcripts are automatically added to a feedback database.<\/span><\/p>\n <\/p>\n In this chatbot conversation from <\/span><\/i>TheKnowledgeGym<\/span><\/i><\/a>, a customer shares important feedback, including how they found a brand, how often they use its product, how they use the product, and more.<\/span><\/i><\/p>\n There are a number of customer satisfaction surveys that are commonly used to collect customer feedback. These include:<\/span><\/b><\/p>\n You can solicit answers to these surveys through a number of channels, including your website, your mobile app, text message, and email. Individually – and even more so collectively – these surveys can all reveal highly valuable data about customer satisfaction and loyalty.\u00a0<\/span><\/p>\n <\/p>\n Here, clothing company Hem & Stitch uses an NPS survey to measure customer loyalty.<\/span><\/i><\/p>\n Your social media is a fantastic source of customer feedback, with many users these days preferring to reach out to a company with a problem or question over Twitter, Facebook, or Instagram rather than through traditional customer service channels.\u00a0<\/span><\/p>\n Like with customer calls and emails, it is recommended to automatically forward communication received over social media to your feedback database.<\/span><\/p>\n However, not all mentions of you on social media will occur on your account, and not all will tag you. For example, a customer might tweet their opinion about your product on their own personal Twitter account without using any tags or hashtags to alert you to the mention.\u00a0<\/span><\/p>\n For this reason, it\u2019s wise to engage in an ongoing practice of social listening, or actively monitoring social media in order to find mentions of your brand, even if it\u2019s untagged.<\/span><\/p>\n <\/p>\n On Twitter, users are regularly mentioning and posting feedback about brands and products without tagging them.<\/span><\/i><\/p>\n A final source of customer feedback that we highly recommend tapping into is the online review, a go-to place for customers to share their opinions. You may be able to find reviews of your company in a number of places including:<\/span><\/p>\n <\/p>\n A customer shares a wealth of important feedback about a product\u2019s color, quality, and sizing through an Amazon review.<\/span><\/i><\/p>\n Once you have collected customer feedback data, you\u2019ll be the proud owner of a giant mountain of <\/span>unstructured data<\/span><\/a>. In order to be able to learn something from this information, you\u2019ll have to find a way to organize and categorize it into something more useful.\u00a0<\/span><\/p>\n First, we recommend going over the data to identify important keywords such as product names, locations, features, etc. Then, you\u2019ll be able to organize the data into categories, which will allow you to identify trends in the data.<\/span><\/p>\n Great, now we have neat and ready-to-analyze data. What\u2019s next?<\/span><\/p>\n A great way to draw insights from your data is to categorize it. There are endless ways to do that, so it\u2019s important to know what you\u2019re looking for before starting.<\/span><\/p>\n Here are some ideas to get you inspired:<\/span><\/b><\/p>\nWhat is customer feedback analysis?<\/strong><\/h2>\n
The customer part of customer feedback analysis<\/strong><\/h3>\n
The feedback part of customer satisfaction analysis<\/strong><\/h3>\n
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The analysis part of customer feedback analysis<\/strong><\/h3>\n
Why should you analyze customer feedback?<\/strong><\/h2>\n
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How do you analyze customer feedback?<\/strong><\/h2>\n
Step 1: Collecting customer feedback<\/strong><\/h3>\n
Customer calls, chats, and helpdesk emails<\/span><\/h4>\n
Surveys<\/strong><\/h4>\n
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Social media comments and messages<\/strong><\/h4>\n
Online reviews<\/strong><\/h4>\n
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Step 2: Structure raw data<\/strong><\/h3>\n