{"id":53526,"date":"2018-01-31T16:59:58","date_gmt":"2018-02-01T00:59:58","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=53526"},"modified":"2024-05-07T03:10:23","modified_gmt":"2024-05-07T10:10:23","slug":"3-tips-analyzing-customer-feedback-take-action","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/3-tips-analyzing-customer-feedback-take-action\/","title":{"rendered":"3 Tips to Analyze Customer Feedback and Take Action"},"content":{"rendered":"

Analyzing customer feedback is still a common challenge among most businesses due to a common reason: there is a massive amount of open-ended text responses across multiple feedback channels.<\/em><\/p>\n

Customer feedback and Customer Experience go hand-in-hand. Whether you\u2019re running a small business or managing an enterprise-level organization, it\u2019s likely that customers are sharing valuable information that can help your business. As simple as it sounds, the most effective way to improving customer experience is first by asking your customers about their thoughts, opinions, and expectations in an open-ended question. Once you have your customer feedback collected, the next step is to transform the insights into immediate action. How can you take a plethora of open-ended feedback and use it to inform your business strategy, decisions, or product innovation?<\/p>\n

Analyze Customer Feedback<\/h2>\n

Let\u2019s first talk about open-ended customer feedback. People aren\u2019t just rating their experience with a smiley face or a 0-10 NPS<\/a> scale. You will end up with a rich pool of authentic opinions from your customers when you allow them to respond with open-ended text rather than limiting them to a predetermined set of choices. Your customers want to be heard and will share their experience with you if you give them an opportunity. For example, your customer Deanna wants you to know that James in Customer Support gave her the quickest and friendliest service that they have ever received throughout their entire experience with your company.<\/p>\n

Analyzing customer feedback is a challenge, especially if your company is getting a lot of feedback from different channels. When you have hundreds or even thousands of comments of reviews to read and manage, where do you start? How do you manage it? And how do you prioritize what\u2019s most important?<\/p>\n

Analyzing customer feedback is important because it helps you uncover hidden insights help you prioritize the key drivers<\/a> of your business that directly impact long-term loyalty and revenue. The key to analyzing the feedback pool is making sure that it is actionable.<\/p>\n

Here are 3 basic steps to making sure that you are analyzing customer feedback effectively:<\/p>\n

1. Aggregate your customer feedback and include key elements<\/strong><\/h5>\n

Most likely, you are using some kind of survey tool to send and collect responses. Export your data and map relevant customer metadata into a spreadsheet. Depending on your industry, you should have something that looks like this:<\/p>\n

\"analyzing<\/p>\n

Categorize your feedback<\/em>
\nWhen you have open-ended responses, it is critical to categorize your feedback into digestible themes or topics that anyone in your organization can understand regardless of department. At QuestionPro CX, we encourage companies to set up topics with relations between corresponding departments and teams.<\/p>\n

Here are a few categories that our partners have found useful:<\/p>\n

    \n
  1. By NPS<\/li>\n
  2. Sentiment<\/li>\n
  3. Segments<\/li>\n
  4. Topics or Themes<\/li>\n
  5. Team \/ Department<\/li>\n
  6. Feedback channels<\/li>\n<\/ol>\n

    Categorizing themes by teams is extremely helpful to many organizations because it keeps each part of the business accountable for their performance. Analyzing customer feedback by category helps you to uncover root causes within the organization that you may not be aware of.<\/p>\n

    After enough data is collected, you will soon find that a majority of your feedback will start to fall into certain general categories. As you begin to sort this feedback, you will immediately gain insight into how your customer views your business or service.<\/p>\n

    \"Analyzing<\/p>\n

    2. Analyzing Customer Feedback by Sentiment <\/strong><\/h5>\n

    Unstructured data responses are usually difficult to analyze for a number of reasons:<\/p>\n