![\"Process](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2020\/05\/02_new_feedback_process_listen.jpg\")
<\/figure>\n<\/div>\n\n\nFeedback alone isn\u2019t fully actionable and usable. In this article, we\u2019ll break down the feedback analysis process<\/a>.<\/p>\n\n\n\n As a result, you can easily adjust your decisions-making process based on learning directly from customers. This way, you can build better products and measure the success of your efforts with your customers.<\/p>\n\n\n Customer feedback is the lifeblood of your business. It\u2019s the voice, emotions, and insights of how your customers experience your product.<\/p>\n\n\n\n It\u2019s your call to action to go from lousy product experience, customer frustration, and alarming churn rates to outstanding product experience, customer delight, and retention (retention, retention).<\/p>\n\n\n In this case, such feedback tells you everything you need to know about customer satisfaction levels and overall experience. <\/p>\n\n\n You can collect customer feedback<\/a> in a variety of ways:<\/p>\n\n\n\n The feedback analysis process filters all the information received. With that, you can use the data to make customer experience improvements. <\/p>\n\n\n\n The first stage includes making decisions about how to cluster the data, via tags or labels.\u00a0Storing those tagged insights in a user research repository<\/a> ensures they remain searchable and usable across future decisions. From there, you can make decisions about what customers are telling you about your company and product experience.<\/p>\n\n\n What’s the difference between customer feedback analysis and user feedback analysis? Simply put: users may or may not be your customers, but your customers will almost always be your users. This means that when you get user feedback, analyzing it should be done through a slightly different lens. <\/p>\n\n\n\n Additionally, user feedback analysis could be employed for different purposes. Perhaps you need the user feedback for your website and user journey (which you can collect with a website feedback tool<\/a>) and not the in-product customer experience (where customer feedback analysis would be more apt).<\/p>\n\n\n\n Also Read:<\/strong><\/p>\n\n\n\n What is user feedback? Meaning and examples<\/a><\/p>\n\n\n\n Customer feedback form templates<\/a><\/p>\n\n\n\n Let\u2019s face it: it\u2019s not easy to summarize what people say into specific categories of what they say they want, prefer, or dislike. Sometimes, it is a thankless task that has to be done in order to get to the fun stuff: making better product decisions. <\/p>\n\n\n\n You can easily write out a generic understanding of what you see in your customer feedback software. However, if your goal is understanding precise details about customer feedback<\/a>, then it might take a few days or weeks to summarize it. <\/p>\n\n\n A group of people often provide dozens of variations when describing the same situation or answering the same question. For example:<\/p>\n\n\n\n You can see why it\u2019s hard to categorize customer feedback based on these free response answers. Ask yourself how you\u2019ll make sense of it when you end up with dozens or hundreds of similar replies to your customer satisfaction surveys.<\/p>\n\n\n\n Read more:<\/strong> 10 Best Changelog Management Tool Options (Paid & Free)<\/a><\/p>\n\n\n\n You\u2019ll receive qualitative feedback from customers that varies in quality. It could end up being unhelpful or generic or it may be specific and usable.<\/p>\n\n\n\n That\u2019s why we recommend proper tools that help you receive specific and actionable insights.<\/p>\n\n\n\n Do you have an abundance of feedback data, and still you don\u2019t know what to do with it? That\u2019s why you must get good at customer data feedback analysis. <\/p>\n\n\n\n Using customer feedback survey templates<\/a> to gather customer data results in four specific benefits to you as a business owner. <\/p>\n\n\n\n Did you know that you can increase prices up to 25% and realize continuous revenue growth if you collect, analyze, and take proper actions on the feedback provided by customers? 86% of customers <\/a>will pay higher prices if you improve their overall experience. <\/p>\n\n\n\n Improved customer experience is a natural extension of the customer feedback analysis process and should be a big part of your customer retention strategy<\/a>.<\/p>\n\n\n\n Paying attention in this area reveals where your customers\u2019 dissatisfactions may hurt the business. You\u2019ll learn from customers exactly what to do to improve customer experience and boost customer loyalty. <\/p>\n\n\n Net Promoter Score (NPS)<\/a> is a feedback response from customers. Simply put, how likely it is that they\u2019ll recommend your company or products to family members, friends, and colleagues. <\/p>\n\n\n\n Your NPS is by subtracting the percentage of Detractors from the percentage of Promoters. The NPS is typically represented as a full number, within a range of -100 and +100. For instance, if you have 35% Promoters 15% Detractors, and 50% Passives, your NPS will be +20.<\/p>\n\n\n Improving your Net Promoter Score will end up making it easier for customers to recommend you to others. You’ll want to keep your NPS at +30 and above for SaaS<\/a>. <\/p>\n\n\n\n It\u2019s difficult to make <\/a>product improvements<\/a> if you don\u2019t have a direct line into what your current customers like or don\u2019t like about it. If you start asking customers to tell you exactly what they think about your products or services, then you can analyze that data in such a way that it directs you into the correct fixes. <\/p>\n\n\n You can\u2019t use all the data that comes in after using your customer feedback tool<\/a>. Some of the information is useful and actionable. Some of it won\u2019t help you at all. You need to split your customer data into one of two categories:<\/p>\n\n\n\n Insightful data exposes the difference between what you thought was working and what customers tell you. It might even confirm suspicions that you have about what needs to get fixed in your business. <\/p>\n\n\n\n You’re looking for three types of actionable customer insights<\/a> from this customer feedback process. You want insights that lead to:<\/p>\n\n\n\n For example, you may learn that your app users can\u2019t click on a button that you previously thought worked perfectly. You need to get that fixed immediately. If you do, then you\u2019ll see an increase in customer satisfaction right away. <\/p>\n\n\n Non-insightful data doesn\u2019t tell you anything new. It\u2019s old news in your mind. It merely confirms something you already knew with absolute certainty. <\/p>\n\n\n\n For instance, if you get negative feedback about an app feature that your team already identified as a negative feature, that\u2019s non-insightful data. You can ignore it because you\u2019re aware of it and the team is fixing it. <\/p>\n\n\n\n Your task is to gather as much insightful data as possible. You\u2019re probably asking how to get this data from customers so you can split it into one of these two groups. Let\u2019s discuss that next. <\/p>\n\n\n If you can\u2019t get real, useful feedback from customers, then you can\u2019t accomplish the overall outcome of improving the customer experience. Actionable insights point you directly to what you can improve for your customers. Sometimes these improvements may only take days or minutes to make. <\/p>\n\n\n\n Getting feedback from customers is a proactive activity. You can\u2019t wait for someone to use your About page or reply to a newsletter once in a while. Let\u2019s discuss the different sources for gathering feedback <\/p>\n\n\n\n Use NPS surveys<\/a> to quickly gain insight into what your customers think about you and your company. An NPS survey looks like this:<\/p>\n\n\n\n \u201cHow likely are you to recommend [company or product name] to others?\u201d<\/p>\n\n\n Give customers a 0-10 scale and rate them accordingly when compiling the data:<\/p>\n\n\n\n Note that you\u2019ll also hear NPS surveys being referred to as Customer Satisfaction (CSAT) surveys, sometimes. With that in mind, most experts would disagree. In the end, what\u2019s most important is getting quality insights, whether it is positive feedback or negative feedback.<\/p>\n\n\n\n Use customer surveys when you want to expand the one-question NPS survey. These surveys might include open-ended, closed-ended, or multiple-choice questions<\/a>. Send them via Twitter, Facebook, email, or on your web pages. <\/p>\n\n\n\n Optimize your surveys to increase the customer survey response rate<\/a>. Typically, customers prefer shorter surveys with more multiple-choice responses. However, a few open-ended questions can help identify major pain points to be addressed.<\/p>\n\n\n\n Most people look at online reviews before deciding to become your customer. For example, using tools such as ParseHub<\/a> or Dexi<\/a>, you can scrape the web to gather your company\u2019s online review data<\/a> and analyze it. <\/p>\n\n\n\n Public reviews can reveal much more than your surveys since the customers write them voluntarily and on the spot. <\/p>\n\n\n\n Some customers go to social media to provide proactive feedback. Pay close attention if a customer criticizes a product feature or reveals their raving fan status on Twitter, Facebook, or any other social media channel. <\/p>\n\n\n\n Respond to these interactions immediately. Help anyone going through a challenge to find the solution that makes them feel great about you. Reach out to raving fans and ask if they\u2019ll create video testimonials<\/a> or full case studies with you. You can gather customer feedback via your website chat apps. Use a chat app to ask website visitors, for example, whether the page provides everything they\u2019re looking for. Ask them where it\u2019s confusing. Use this feedback to make necessary changes and improve website conversions.<\/p>\n\n\n Facebook Messenger allowed businesses to incorporate Messenger into their websites. You can embed your business\u2019 Facebook chat in just a few minutes.<\/p>\n\n\n\n Compile the notes taken by your call center<\/a> representatives. They have personal conversations with your customers daily, where customers provide excellent feedback about their satisfaction levels. Compile these answers, which helps analyze the data. Then, helpful customer service reps use the feedback to improve overall customer satisfaction rates. Another way how you can use Usersnap and notes is to add notes to Usersnap’ project directly<\/a>.<\/p>\n\n\n\n Use the notes you make in your contact relationship management software. <\/p>\n\n\n\n Train your staff to use this area for important feedback notes. For example, the sales team can insert notes from sales calls. Investigate those CRM notes to find where insightful data exists and use it to your advantage. <\/p>\n\n\n You might wonder then: how can I categorize customer feedback<\/a>? <\/p>\n\n\n\n You should split the customer feedback across your product, customer service, and marketing and sales categories. <\/p>\n\n\n\n For example, you might compare the way your competitors talk to their customers on social media and the feedback you\u2019re getting from your customers. What do you notice about your tone against the tone of competitors? How might you need to change your approach in that area?<\/p>\n\n\n\n Use the feedback data to make decisions about how to improve the way you market and sell the product, how you teach customer service reps, and how to positively change the product. <\/p>\n\n\n\n Not all customer feedback is the same \u2013 they might be alike, yet they might not mean the same thing. It\u2019s up to the business to ensure that they answer accordingly. Categorizing feedback can help provide the best replies. Remember, you have to collate the feedback first. Also, do not be surprised, you might need to sub-categorize after categorizing. Some common categories might need more categorizing, so be prepared.<\/p>\n\n\n\n To begin, see whether your data reveals any patterns. Then, to make categorizing and subcategorizing easy, choose the common theme that most staff, if not every staff, can understand. You can worry about sub-categorizing after you are successfully done categorizing.<\/p>\n\n\n\n Sorting customer feedback into categories will assist you in seeing the overall picture of how your product or service is doing. There might be incomplete feedback too, but it will also help you understand what customers are going through. Categorizing (and sub-categorizing) always makes for better understanding of customers.<\/p>\n\n\n\n Below are some categories that might help:<\/p>\n\n\n\n Not all customer feedback is useful to a business. This means that there are two types of data, useful and useless data, or, in data analysis terms, insightful and non-insightful. It is after this that you then categorize the insightful data \u2013 there is obviously no need to categorize non-insightful data.<\/p>\n\n\n\n What makes non-insightful data non-insightful is the fact that it tells you nothing new, and even adds no information to statistical inferences. Insightful data offers new information that either challenges the accepted status quo and\/or strengthens your previous inferences.<\/p>\n\n\n\n For example, if a large percentage of customers complain about how a particular product tastes, the next thing to do is to go back to the drawing board and check the creation process, probably the ingredients. Insightful data is more commonly known as insights or actionable insights.<\/p>\n\n\n\n Customer feedback analysis reports<\/strong> may provide three sorts of actionable insights:<\/p>\n\n\n\n People see or hear the word analysis and think, \u201coh, there goes the difficult stuff.\u201d Analysis is definitely not difficult, infact, you might be very interesting if you actually settle with it.<\/p>\n\n\n\n Basically, analysis means looking more intently at data to draw inferences or insight, which can be profitable to a business or academic. It is breaking down large volumes of structured (or unstructured) data. <\/p>\n\n\n\n For business, the data gotten from market feedback analysis <\/strong>(or customer review analysis<\/strong>) is called actionable insight, and is very useful as it can guide improvements and attract potential customers.<\/p>\n\n\n\n A good feedback analysis example<\/strong> is, after getting a lot of feedback about how a food ordering app does not respond when a particular meal is chosen, analysis staff come together to find out why. Could it be location, a bug, a malfunction, or simply the meal does not exist? That\u2019s what needs finding out.<\/p>\n\n\n\n It is a well-known and accepted fact that customers that get satisfied return for more. Also, another fact well known in business is that it is easier to maintain current customers than get new ones. This implies that no business wants to lose customers, and their best ones at that. <\/p>\n\n\n\n Hence it is wisdom to consistently check up on how satisfied your current customers are to avoid losing them, and also ensure they recommend your service\/product to their friends. The process of studying the satisfaction of your customers is called a customer satisfaction analysis<\/strong>.<\/p>\n\n\n\n Apart from the above-stated reasons, businesses do customer satisfaction analysis<\/strong> to ensure that issues that cause dissatisfaction are eliminated and prices can be increased for greater profits. <\/p>\n\n\n\n Most businesses, if not all, utilize qualitative and quantitative customer feedback analytics<\/a><\/strong> as their major sources of data. However, qualitative data is often ignored and wasted. This is because it is easier to utilize quantitative data due to its numerical nature (numbers come to mind easily than facts), unlike qualitative data<\/strong>, which focuses on the quality of an idea through the use of descriptions instead. Hence, quantitative data is easily measured and, consequently, more preferred to qualitative data<\/strong>.<\/p>\n\n\n\n However, because qualitative data<\/strong> focuses on personal sentiments and customer experience, it is a more trusted form of data for businesses as it identifies personal pain points of the customer experience. <\/p>\n\n\n\n Once you get feedback from customers, you can analyze customer feedback in four different ways:<\/p>\n\n\n\n Using two spreadsheets, separate the feedback into sub-themes and themes. A variation method is to simply compare positive and negative feedback. Create a code value for each type of feedback, such as:<\/p>\n\n\n\n Log how many times each positive or negative comment occurs via its code on your spreadsheets. This method helps you understand the process as you go through it methodically. Unfortunately, the manual method is a tedious activity, and sometimes needs some better visualizations to understand what is happening with your customers.<\/p>\n\n\n Collect Feedback:<\/strong><\/p>\n\n\n\n Create Spreadsheets:<\/strong><\/p>\n\n\n\n Categorize Feedback:<\/strong><\/p>\n\n\n\n Assign Codes:<\/strong><\/p>\n\n\n\n Log Frequency:<\/strong><\/p>\n\n\n\n Analyze Data:<\/strong><\/p>\n\n\n\n Create Visualizations:<\/strong><\/p>\n\n\n\n Avoid tedious manual methods by using a script. Some programs such as Rake allow you to use keyword extraction scripts. In the case, that type of script takes less time than doing it by hand. <\/p>\n\n\n\n The negative aspect to this is that if you aren\u2019t familiar with coding, then you would need to hire an expert. However, automation is the best option to analyze a large number of reviews and scale your business.<\/p>\n\n\n\n Select a Script:<\/strong><\/p>\n\n\n\n Prepare Data:<\/strong><\/p>\n\n\n\n Install Software:<\/strong><\/p>\n\n\n\n Load Data:<\/strong><\/p>\n\n\n\n Run Script:<\/strong><\/p>\n\n\n\n Review Output:<\/strong><\/p>\n\n\n\n Refine Script (Optional):<\/strong><\/p>\n\n\n\n Various third-party software exists to help you further automate the process. Data-driven companies can use Thematic\u2019s software<\/a>. Many companies offer customer feedback analysis assistance for large enterprises. For instance, Usersnap allows you to gather, prioritize, and analyze<\/a> customer feedback. Research Software:<\/strong><\/p>\n\n\n\n Select a Tool:<\/strong><\/p>\n\n\n\n Prepare Data:<\/strong><\/p>\n\n\n\n Upload Data:<\/strong><\/p>\n\n\n\nWhat is Customer Feedback Analysis or Analytics?<\/h2>\n\n\n\n
\ud83e\udd84 Hold your horses, hombre! Before we get to far, just wanted to tell you about our ultimate guide to customer feedback<\/a> (no worries, it opens up as a fresh tab). \ud83e\udd84<\/h5>\n\n\n\n
Try Usersnap for Feedback Analysis<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n
![\"\"](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/09\/Screenshot-2023-11-02-at-09.03.46-1024x481.jpg\")
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![\"Using](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/labels-1024x714.png\")
<\/figure>\n<\/div>\n\n\nCustomer vs User Feedback Analysis<\/h3>\n\n\n\n
Why is Analyzing Customer Feedback Difficult?<\/h2>\n\n\n\n
Try Usersnap for Feedback Analysis<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n
People use complex language<\/h3>\n\n\n\n
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![\"Seeing](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/more-labels.png\")
<\/figure>\n<\/div>\n\n\nFeedback quality varies<\/h3>\n\n\n\n
How is it Important?<\/h2>\n\n\n\n
Benefits of Effective Feedback Analysis<\/h3>\n\n\n\n
1. More business growth<\/h4>\n\n\n\n
2. Better customer experience<\/h4>\n\n\n\n
![\"\"](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2023\/11\/Screenshot-2023-11-02-at-09.04.40.png\")
<\/figure>\n\n\n\n![\"Dashboard](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/see-customer-satisfaction-etc.png\")
<\/figure>\n<\/div>\n\n\n3. Improve your Net Promoter Score<\/h4>\n\n\n\n
![\"NPS](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/NPS-1024x316.png\")
<\/figure>\n<\/div>\n\n\n4. Better products and services<\/h4>\n\n\n\n
![\"\"](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/customer-satisfaction-1-1024x647.png\")
<\/figure>\n<\/div>\n\nSplitting Customer Feedback Data<\/h2>\n\n\n\n
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![\"Screen](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/bugs-1024x662.png\")
<\/figure>\n<\/div>\n\n\nTry Usersnap for Feedback Analysis<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n
How to Get Actionable Insights from Your Customer Feedback<\/h2>\n\n\n\n
Collect Customer Feedback<\/h3>\n\n\n\n
Surveys, e.g. CSAT or NPS<\/h4>\n\n\n\n
![\"NPS](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/NPS-1.png\")
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![\"Rate](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/rate-your-experience-1024x693.png\")
<\/figure>\n<\/div>\n\n\nCustomer Surveys<\/h4>\n\n\n\n
Public Reviews<\/h4>\n\n\n\n
Social Media<\/h3>\n\n\n\n
Customers often go on social media when they feel like other feedback channels haven\u2019t been effective for them. If you notice a trend in this, take a look at your other customer support channels. <\/p>\n\n\n\nChat Interactions<\/h4>\n\n\n\n
![\"dashboard](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/talking-with-customers-1024x732.png\")
<\/figure>\n<\/div>\n\n\nCall Center Notes<\/h4>\n\n\n\n
CRM Notes<\/h4>\n\n\n\n
Try Usersnap for Feedback Analysis<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n
Categorizing Customer Feedback<\/h3>\n\n\n\n
How do I categorize customer feedback?<\/strong><\/h4>\n\n\n\n
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How to Discern Insightful and Useless Data<\/strong><\/h3>\n\n\n\n
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Market Feedback Analysis<\/strong><\/h4>\n\n\n\n
Customer Satisfaction Analysis<\/strong><\/h4>\n\n\n\n
Qualitative analysis<\/strong><\/h4>\n\n\n\n
4 Ways How to Analyze Customer Feedback<\/h2>\n\n\n\n
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1. How to Analyze Feedback Manually<\/h3>\n\n\n\n
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![\"Pie](\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/sentiment-analysis.png\")
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2. How to Automate Customer Feedback Analysis Using a Script<\/h3>\n\n\n\n
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3. How to Automate Customer Feedback Analysis Using Third-Party Software<\/h3>\n\n\n\n
This method is less time-consuming than the other methods. However, you must research the costs and companies before you select one of these services. <\/p>\n\n\n\n\n
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