2 tips to successfully perform customer feedback analysis

September 4, 2020 at 7:00 AM
graphic of man performing feedback analysis on online reviews made on his business

Customer feedback analysis is a crucial, yet highly undervalued, part of any company’s success.

After all, your customers are the people supporting you. If they feel like their issues aren’t being properly addressed, your competitors can pounce on these weaknesses and convert your customers into theirs.

So how can you use customer feedback to your benefit? Well, that’s where we come in. Here is your guide on performing feedback analysis on all of the customer reviews you receive.

What is feedback analysis?

As the term implies, feedback analysis involves reviewing the feedback your customers leave and determining their needs and frustrations. This gives you a big-picture view of your customers’ sentiments toward your business, so you can address them accordingly.

This process is often done automatically with the help of feedback analysis software, which is especially helpful when you’re managing huge amounts of data from different channels (like social media, in-store kiosks, and more) at one time.

Customer feedback analysis is usually performed in two separate phases. The first run-through of customer data processes everything to determine each piece of feedback’s category or tag. The second run-through analyzes the content of each piece of data to reveal the strengths and weaknesses of your company.

Tip #1: Focus on the feedback that matters

You’ll want to prioritize the feedback you receive by giving different weights to each piece of feedback, depending on who provides it.

For example, you may place less importance on feedback from customers who have only used your product or service once or twice. On the other hand, you may want to prioritize your long-term users or those who have used your offerings more often in a certain amount of time than the average user.

After all, you only have so many resources to allocate to your business, and you won’t be able to please everyone.

In these cases, you’ll want to look for the most insightful feedback that will have the biggest impact on your business. This often comes from the customers or the users who are more invested in your product and its success — especially if they use it more often, pay more for it, or have used it for much longer than your average customers.

Tip #2: Show your customers that you take their feedback to heart

If you’re already receiving, managing, and analyzing your customer feedback, the natural next step would be to implement the feedback you receive in a way that supports your customers’ needs.

People like to know that they’re being heard and that their feedback makes a difference in the companies they support — and what better way to cater to these customers than by calling attention to their feedback?

Once you implement changes that you know your customers have requested, send them an update. Something along the lines of “you spoke, we listened” is more than enough.

Show them what changes you’ve made in response to their feedback. And if there are any process changes that have taken place as a result, also walk them through the new interface or product so that they don’t have any issues transitioning to the new and improved version of your offering.

Get in touch with DropThought today

When you’re serious about collecting and implementing customer feedback, you need a software that takes care of feedback analysis and management for you. If you’re looking for something like this for your business, turn to DropThought.

To learn more about our feedback management and analysis software, visit our Product page for additional details on how our technology can help your business grow. Or, if you’re ready to get started, contact us to request your free demo today.

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