How to Analyze Your Customer's Feedback

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    Deeksha Asiwal
    Twitter

Feedback loops are one of the most prized possessions of the tech world in this day and age. The feedback provided is able to determine whether or not an organization is worth the time and money of the consumer and by extension, of their various stakeholders. As a result, being able to analyze feedback that has been given to an organization becomes an all the more pertinent task.

With the rise in social media and all feedback leading to massive “cancellations” of brands, organizations, individuals and even tv shows, our best bet of coming out shining in the industry is to analyze feedback.

🎈 Let us start with the basics!

So, what on this God’s beautiful earth even is feedback?

According to Merriam Webster,

The transmission of evaluative or corrective information about an action, event, or process to the original or controlling source.

This evaluation or corrective information must then be actioned by a good company in order to better their services and products.

Why on earth do we need to analyze feedback?

Simply put, there is about 7 billion of us this on this planet. That means, in the trillions/quadrillions of services and products that the 7 billion of us use, there will be 7 billion different kinds of experiences and 7 billion different ways of letting the providers of said products and services know how these experiences that they faced, helped in easing their life.

Customer feedback analysis could also be imperative since we should be able to sort through feedback that is actionable and non-actionable. In other words, feedback might be specific and actionable, or generic and not helpful.

But how do we confirm that the customer feedback analysis is accurate and spurs folks to act upon it?

Good point.

Analyzing customer feedback might end up being a bit of an uphill task, accepted. Most people rely on simple work-arounds such as using sample population or creating what is otherwise known as “word clouds”.

These are fairly actionable processes to partake in, but here we will not be able to understand the exhaustive customer experience. They will fall short on giving you actual data to base your future actions on.

Here are our two cents on how to analyze feedback, making sure you are able to discern exactly what is it the customer wants as well as exactly what it is you need to be able to do to make it actionable:

Analyze all feedback

Though we know this may sound obvious, but it is vital that you actually analyze all the feedback you get – after all, you have used up precious resources in order to collect it all!

Whilst some feedback may give fairly standard or unremarkable details (which will also be useful – see the section below on trends), some may contain information that could potentially be a major breakthrough for your business.

Categorize the feedback to analyze it and give yourself the subtext you deserve

Try to not use a predefined set of arbitrary themes you’d like to find in feedback. Instead, discover themes as you go along analyzing the feedback.

Once you start the analysis, you will fast realize that the feedback is starting to naturally fall into various general categories, like speed of your service (or lack thereof), accuracy, courtesy and helpfulness of particular staff, price and choice of products, availability or location etc.

Sorting through this big data feedback and will instantaneously help to show a wider picture – the customer’s point of view towards your business and services. This also works out in your favor if the customer is to comment on a number of categories or, indeed an anomaly, since you can file these accordingly.

Know that for each theme that you eureka, might have a different sentiment. Make sure your analysis can capture this.

Understand the value of the customer

As we mentioned earlier, it may be possible that (especially after following our advice 😉) you have analyzed the last dredges of your data and found out that your customer has hit you with a bolt from the blue and provided an anomalous piece of meat, to unintentionally hoodwink you with an incredible idea that can take your business to the heights you know you can achieve!

We know that all customers are indispensable to your business, but some are more valuable than others! It is important to understand the value of a customer/group of customers so you can prioritize changes to your management system.

The easiest ways to analyze this customer feedback could be fashioned like so:

You may be able to collate the big data, or meta data, that you have received and be able to cluster it for the far ends of the spectrum. Food at your restaurant was amazing one guy? That goes in the good bucket. Karen found it to be awful? That goes in the stinky bucket. Make sure you are keeping tabs on how heavy each of your “buckets” are becoming as you sieve through all your data.

2. Don’t compare unrelated data

Now, you must have heard of the old saying of comparing apples with apples and not with oranges (or with Windows? 🥁). It is actually really imperative that you are able to group and adjudicate yourself and your team through responses that you have received in your customer feedback data analysis.

This is shown in the difference in behavior of your customers in one region from another, simply because of the cultural, economical or social difference in the people of both places.

The difference in your analysis of the user feedback might not necessarily be due to the quality of your service, but can also be ergonomic to the region and its populace.

3. Collate feedback in one place

So, where exactly is it that you worked on your feedback? some of the possible places could be:

  • Call center notes
  • Chat interactions
  • Surveys
  • Online reviews, in-app reviews
  • CRM notes

Now, what you need to be analyzing is how these falls into your actionable and attainable task list. For some of these, you might be able to straight away be able to where exactly the user feedback came from.

You could make use of data charts, line charts and excel spread sheets (yeah, exactly) to display the

For specific target-based feedback, you could have a good time using our platform at Hellonext.co.

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Every actionable target review will be displayed for your enterprise to peruse. Here, our engineers will be able to analyze specific dataset reviews for you, while keeping everyone involved – as much as you want them involved of course.

  • We will be able to provide you with a platform where every single review pointer and help you sort through its entirety with ease. You are able to track down reviews and let the support team know; from the platform directly, on whether this comes down to being an actionable item and how long and how far we are in analyzing it.
  • On the other hand; you might receive some generous insight-based customer feedback given to you by an avid follower of the particular tech, over a feature point, which you had overlooked in the process of getting the product out and in the market. You will be able to directly task your team to look into this while at the same time, keeping the feedback provider informed of this and any subsequent progression.
  • Like when we said above about keeping in mind the differences in review not necessarily being a reflection on the integrity of your product, you will be able to check whether the feedback received is feasible at this point for your firm and whether you must spend time and resources on brainstorming a solution for this review point.

4. Automate customer feedback analysis using a script or using third-party software

There are several user feedback software out there such as HubSpot, SurveyMonkey and Hellonext.

  • HubSpot – Their user feedback tools make it easy to capture qualitative and quantitative feedback so you can understand your customers better.
  • SurveyMonkey – This platform lately has been quite a popular online survey tool used by millions of businesses worldwide. It offers a wide range of features, including automated reporting, permission controls that simplify sharing data, and customization tools.

And whilst you are in the market feedback tools, it might also be a good idea to check us out at Hellonext.

We have several awesome blogs such as this one written by our very own founder Karthik that give a detailed and easy-to-follow along methodology of using our platform that would come in handy when you are engaged in customer engagement and customer experience.

We would be able to provide you with a simple tool to collate your customer feedback analyses in a central place to let them voice out their views on your product. Instead of using multiple tools to gather customer feedback, we build Hellonext, the central source for all your customer feedback.

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We are proud owners of a zero tracking policy, so that your data is yours to keep!

🔥Here is how we visualize feedback at Hellonext🔥

Hellonext is a feature voting and customer feedback management tool for product owners and SaaS companies.

With Hellonext, you can have your product’s own feedback portal where users can share their feedback or suggestion about your product or service. You also get to keep those users updated with information about how you are addressing their feedback.

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Feature voting tool like Hellonext takes it one step forward, by setting up your own platform to have your users vote on features that they need to use your product better.

The thing that makes us cooler than the rest is just how forward-thinking this tool is. We can help you get a superfast start, and everything is promised to flow as freely from the get-go.

Once you sign up with us, you can instantaneously start collecting feedback directly from your users by using our dynamic feedback boards.

Godspeed be with you and of course with us, and we can start to plank down on our goals within minutes.

Because everything will be molded around you and your brand at the center, you will be able to customize your entire firm page and replicate your brand over on our platform so that it is a true extension of you.

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You will be able to start sharing with your customers and gather all the relevant sweet, sweet feedback that we love to see.

Lastly, as we mentioned earlier, we will walk you towards unifying your workflow while assisting you in the customer management aspect of the user feedback received.

This would be a good time to tell you about our key features too:

  • Roadmap
  • Feedback boards
  • Integrations
  • Changelog
  • Moderation

Which in turn, helps in solving the crucial problems that most product teams would suffer with:

Fix broken feedback process

We endeavor to help with this by managing entire feedback cycle in the single platform.

Prioritize feature requests

We help getting the high-level overview of the kind of next builds that should be targeted for the product based on the customer votes and requests.

Helping product team to create their own Roadmap

Roadmap is the visual representation of the feature requests and help customers knowing what is being built, about to build, and planned. This lets customers, your team and every other stakeholder (whom you give this access to) know the progress of their expectations in the single page.

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With the help of our Changelog, your product team can publish posts regarding the new updates that are being shipped every week. This will keep customers engaged and excited about the product!

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What matters to us now is that you want to start to analyze the feedback you are receiving from your customers that you are now receiving from your customers. You may start by analyzing this data manually. It is also useful to try out a script that can be useful for your needs. Or maybe even try you a third-party solution.

What is imperative to you now is that you are focusing on getting actionable, specific and accurate insights directly from the mouths of your proverbial horses. This is what will keep the cogs turning!

And if you are interested in automating your customer feedback analysis, you can get started with Hellonext for free.

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