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How to Get Actionable Insights from your Customer Feedback

by David Hunt Data Geek and Analytics Fanatic

Before starting any kind of feedback analysis, a reliable and good source of feedback is must. You’ll also need to have a strategy in place to sort that feedback, and then you’ll need to make sense of it so that everyone in your organization can understand and benefit from the insights obtained from your customer feedback:

Gathering Customer Feedback

The first task is to go out into the wide world of data and proactively search for customer feedback. It’s no good just waiting around for the next email to drop into your inbox; there are many sources out there that provide valuable customer analytics

NPS

Sending out NPS surveys is one of the best ways to discover how customers perceive your product or service because it consists of one simple question, for example, ‘How likely are you to recommend one tool?’, followed by a 0-10 scale. Respondents are grouped as Promoters (score 9-10), Passives (score 7-8) or Detractors (score 0-6) and your Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

NPS surveys deliver both scores and open-ended responses. However, to understand the granularities – why customers are happy/dissatisfied, what they’re talking about and why – you’ll need to focus on the open-ended responses (text data). While an NPS score gives you a quick overview of how your company is performing, it doesn’t provide actionable insights.

Customer Surveys

Surveys are a great way to do market research, competitive analysis, or get customer and employee feedback. The amount of information received from surveys is huge and needs to categorized well before using it for analysis.

Public Reviews

Would you ever book a hotel or buy a new computer without checking out the reviews first? If you said yes, then you’re far from alone. In fact, you’re a minuscule proportion of the 90% of consumers that read online reviews before visiting a business.

Social media

By analyzing customer feedback on social media, you can get real-time insights about your brand. Facebook, Instagram, and Twitter can be a fertile source of high-quality customer feedback allowing organizations to take instantaneous action on more urgent issues. Most brands nowadays have meaningful conversations with their customers on social media, allowing them to get to the root of certain problems, deal with issues swiftly and more effectively, and avoid a PR crisis.


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About David Hunt Innovator   Data Geek and Analytics Fanatic

10 connections, 0 recommendations, 53 honor points.
Joined APSense since, March 14th, 2020, From New York City, United States.

Created on Sep 23rd 2020 13:23. Viewed 173 times.

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