Customer feedback analysis is an important, but undervalued component of every company’s success.
After all, your consumers are the ones who help you succeed. If your customers believe their problems are not being addressed adequately, your competitors can take advantage of these flaws and convert your customers to theirs.
So, how can you make the most of consumer feedback? That is exactly where we come in. This is your step-by-step approach to analyze all of the customer reviews you receive.
As the name implies, review your customer’s feedback and assess their requirements and complaints. This provides you with a broad picture of your client’s attitudes regarding your company, allowing you to respond appropriately.
This procedure is frequently automated with the aid of feedback analysis software, which is especially useful when dealing with large amounts of data from multiple sources at once.
In most cases, customer feedback analysis is divided into two stages. The initial round of customer data processing goes over everything to find the category or tag for each piece of feedback.
The second run-through examines the content of each piece of data to determine your company’s strengths and shortcomings.
According to Hubspot, “67% of repeat customers are more likely to spend more with a brand because of excellent customer service”.
Here are the two ways which you can follow for the feedback analysis:-
1. Concentrate on the most important feedback
You should prioritize the feedback you get by assigning varying weights to each item of feedback based on who gave it to you.
For example, you might value input from customers who have only used your product or service once or twice. On the other side, you might wish to give long-term consumers, or those who have used your services more frequently in a certain period of time, a higher priority than the typical user.
After all, you can only allocate so many resources to your company, and you won’t be able to please everyone.
In these situations, you’ll want to seek out the most insightful input that will have the most impact on your company. This typically comes from consumers or users who are more invested in the success of your product, especially if they use it more frequently, pay more for it, or have used it for a longer period of time than your ordinary customer.
2. Demonstrate to your customers that you value their input
If you’re already collecting, organizing, and analyzing customer feedback, the next logical step is to put it into practice in a way that meets your consumer’s demands.
People prefer to know that their voices are heard and that their opinions matter to the brands they support and what better way to show them that than by highlighting their feedback?
Send an update to your customers once you have implemented improvements that you know they have requested. It’s more than enough to say something like “you talked, we listened”.
Show them the modifications you’ve made as a result of their suggestions. Also, if there have been any process changes, as a result, walk them through the new interface or product so they don’t have any problems moving to the new and improved version of your service.
Contact DropThought right away
You need software that handles feedback analysis and management for you if you are serious about collecting and implementing customer feedback.
DropThought is the place to go if you are searching for something similar for your company.
Visit our Product page to discover more about our feedback management and analysis tools, as well as how our technology can help your company flourish. Alternatively, if you are ready to get started, contact us to schedule a free demo.