the fastest Customer feedback analysis
Customer feedback analysis is the best practice to increase online sales if you are focused on collecting the right feedback. If an organization is facing the competitive environment, it must analyze the customer feedback to inform changes and drive the new approaches.
Root cause analysis (RCA) is an efficient approach of using it in customer feedback analysis to identify the root cause of issues that lower the conversion rate or gives the negative feedbacks and giving it the permanent solution.
RCA is an ongoing process that recognizes current as well as future needs for the continuous improvement of an organization. It uses the existing data to develop a logical approach for problem-solving. Hence, it develops a repeatable step by step processes, in which one method can verify the result of others.
1.1. 5 Whys of Root Cause Analysis
For the customer feedback analysis, all successful brands use 5 Whys to determine the root cause. The 5 Whys technique is very simple.
- When you face a problem, just write it down and describe it completely. It also helps the whole team to focus on the same dilemma.
- Identify why the issue has happened. Also, note down its answer.
- If the answer provided doesn’t point out the root cause, move back to the step 1 and write the answer again.
- Repeat step 3, looping this process will automatically generate the root cause.
- This process will give you the way to complete 5 Whys. When you make a habit of countermeasure, it will prevent the reappearance of issues.
1.2. Look for Trends
Trends will help you to analyze where you are getting things right or wrong. When you are doing time-based customer feedback analysis, you should be very careful which trend best suits your organization. If a trend is adopted and it will give you the repeated high-rate score, it means this is a long-term and real trend.
Some statistics of the control chart can also be used to identify which trend is for your customer feedback analysis. For example, if your statistical score increases or decreases five times gradually, it depicts that the change is real and not a sudden or statistical chance.
1.3. Understand the Value of Customer
Realizing the value of customers is necessary when you are considering them on the customer feedback analysis scale. Every brand has repeat customers and they are a vital part to boost your revenue. So, its compulsory for a company to prioritize such loyal customers. On the other hand, it also proves fruitful if you want to make any improvements to enhance customer engagement and customer loyalty. It will give you the idea of how much it will cost and earn the profit.
1.4. Collate all the Feedback Data
If you want a fast customer feedback analysis, you have to follow some certain and defined steps. The first step is to sort the collected information from each customer. You can also put the record of each client with the feedback so that it also gives you a picture of your bond with the client. Certain key points can help you sort your data.
- How long has the person been a customer?
- How much they invest in services?
- Source of feedback.
For quick customers feedback analysis, it’s important to categorize the suggestions or feedbacks received by the prospects. These pieces of information can be categorized on the basis of new, inactive, long-term and power customers. There are three main categories that are used to encode the feedback of leads which are feedback type, feedback theme, and feedback code.
2.1. Feedback Type
When you are working with unclassified data, it’s necessary and handy to divide it into different types to make customer feedback analysis faster. Such types of categorization are useful so that customers can give any type of feedback. Following are some modes of useful feedbacks.
- Request for new feature
- Usability problem
- Positive feedbacks
- Negative feedbacks
- User education issue
2.2. Feedback Theme
Large organizations receive hundreds or thousands of feedbacks. They can’t survive without feedback theme for swift customers feedback analysis. The feedback theme usually has unique features to the actual report and related to the various aspects of your products or service. Such type of division is useful when you have multiple teams working on the same service. It utilizes small time for working on customer’s suggestion for each team rather than to identify which part of the product or service needs more improvement.
2.3. Feedback Code
This part of customer feedback analysis comprises on refining the customer’s feedback to make it more meaningful and concise. Feedback code helps the new employees to understand the process rather than to study it from scratch. The true and actionable feedback code that is similar to the original one can help you to analyze the hidden meaning of it as well as to point out the areas of improvement.
In customer feedback analysis, these layouts will help the organization to implement necessary changes. Make some reference that ensures you that your targets have been achieved. Such a plan of action demands to share with the employees so that they can yield their innovative ideas to face the challenges. This way, the whole organization has the motivation to move forward towards the advancement. When the required target is achieved, the company can re-measure itself by conducting customer surveys periodically to revise and improve action plans for maximum impact.
3.1. Share the Feedback within the Organization
Once you have gathered the data, sort it and code it into different categories. It’s time to share this feedback within the organization. Distribute this data that is related to the specific team in the company so they can analyze it by themselves and can take suitable actions on the feedback. This sharing of information will help you highlight the most repeated issues so that you can focus on these first resulting faster customer feedback analysis.
4. CARP Method
CARP- Control Acknowledge Refocus and Problem-solve, is a method that is used in customer feedback analysis to satisfies the angry customers. As its name indicates, if comprises four steps:
- Control the situation, so that you can retain confidence in the customer.
- Acknowledge the dilemma. Assure your client that you will take immediate steps to resolve the issue.
- Refocus the conversation or situation. This time you can also figure out the actual concern of prospect.
- Problem-solve or troubleshoot to solve the customer’s problem, so the client leaves happily.
If you need swift customer feedback analysis without any analysts, use these basic strategies to achieve your targets and to enjoy great customer experience.