We get it; collecting customer feedback can be a gruesome task. But, if you are over that tricky part and thinking of doing a customer feedback analysis, you might be astonished to know that this is perhaps the one task that matters the most.
Conducting a survey is the first step you take to gather customer feedback. However, once you have all the necessary data, you can conduct a customer feedback analysis to gain insights into the data and reform your marketing strategies.
This blog post will explore how you can analyze customer feedback data and why you should do it.
What’s Customer Feedback Analysis?
When it comes to identifying the wants and concerns of their customers, business managers can gain essential insight through the study of customer feedback. Businesses use this information from numerous sources of feedback reporting to improve user experience and lower customer turnover.
Steps To Conduct A Feedback Analysis
Analyzing survey data can be challenging. But anyone can quickly gain valuable insights from their consumer feedback with a well-designed survey and a trustworthy reporting and analytics solution.
Let’s make sure your consumer data sets are organized first.
Setting Up Operational Data
You ought to have anticipated the demographics and interactions of the survey respondents when you first conceptualized your customer survey. The internal operational data you wish to link to each client’s feedback is this customer data (experiential data).
A few examples of operational data that are frequently utilized are new versus existing customers, subscription length, geography, customer journey touchpoints, product purchases, service users, service agents, and user roles. Using information you already know, such as when and where the survey was sent, you can segment the resulting data if it is anonymous.
Making the most of your consumer input and coming to insightful conclusions depends on linking this operational data to the experiential data.
Categorizing Experimental Data
There are two types of customer feedback: qualitative and quantitative. Your quantitative measures are represented by customer ratings, while free-form comments represent your qualitative metrics.
The basic procedures for categorizing unfiltered consumer input so you may combine it with your operational data are listed below.
- Read the unstructured comments. You don’t want to pass up a chance to develop a game-changing concept or enhance a function or service already offered.
- After reading the feedback, sort the comments into categories based on the meaningful keywords provided, such as hours, location, customer service, product features, etc.
- Using the qualitative score, divide the comments within these categories into favorable and unfavorable groups.
- Take note of any trends that emerge as a result of your sentiment and keyword filters. An analytics dashboard can be helpful in this situation to highlight important input.
- Utilizing your customer operational data, sentiment scores, and surfaced patterns, compare the feedback across segments.
In the beginning, you might need to perform some manual analysis to obtain a sense of your strengths and flaws and to learn the terms that your clients use to describe you.
You can use those keywords to build up filters in a customer feedback platform with survey analytics tools so that all future input is automatically segmented for easy dashboard reporting and analysis.
Well-designed customer feedback systems enable you to easily pass operational customer data into the platform or integrate customer data into your current toolkits, in addition to sorting your customer feedback by score and feedback channel.
You can easily scale your customer experience program when you have the best customer data reporting and analytics software on the market.
Gathering Insights From The Customer Data
Data without insights is essentially meaningless; you can’t take advantage of client input if you don’t understand how to evaluate it. On the other hand, with the right resources and information, client feedback can completely transform your company.
The White House Office of Consumer Affairs asserts that repeat business from a consumer might be worth a hundred times more than a single purchase. It is obvious that keeping a good relationship with your consumers is better for your business.
By adequately evaluating customer feedback, you may follow changes in customer sentiment over time, spot organizational weaknesses, and develop plans for future development. The best place to start is with dashboards.
Let Us Do The Maths for You
Basic Statistics + Comparative Analysis = Tangible Solutions
Seeing a difference between two numbers is easy, but determining whether that difference is statistically significant takes a little more effort. Especially if your question has several possible answers or you’re comparing findings from different groups of respondents, the process can be tricky. Don’t refrain from investing in the proper technologies to alleviate the burden of manual analysis. Take the hassle out of the equation and let SurveyPoint do all the heavy lifting for you.