7 lessons from 20 million feedback messages

7 Lessons from Analysing

Over 20 Million Feedback Messages!

1.

You won’t get feedback unless

you ask for it!

2.

Listening to customers

is not enough!

You need to…

Analyse Respond

… to customer feedback.

&

3.

Channels that you own get the best quality feedback

Make sure that you provide at least one official channel"

company.com fb.com/company @company

For example…

4.

Net Promoter Score is great!

10

Would you recommend us to a friend or a colleague?0 1 2 3 4 5 6 7 8 9

What is NPS?

100 1 2 3 4 5 6 7 8 9

DETRACTORS PASSIVES PROMOTERS

People are divided into categories based on their answers

5.

Companies are organisational silos!

Department 1 Department 2 Department 3

Function 1

Function 2

Function 3

Make sure feedback is freed from organisational silos

6.

Visualization needs to be actionable!

1 1553

1344

1286

1186

1107

996

885

776

601

528

2

3

4

5

6

7

8

9

10

checkouts

negativevolume neutral positive

discounts

store layout

speed of service

atmosphere

parking

cleanliness

selection

food

queue

70.1%

89.4%

41.4%

72%

58.3%

56.9%

29.9%

50.6%

50%

36.2%

37.8%

37.5%

69.8%

37.9%

32.3%

27.5%

Visualization needs to be actionable!

OK!

7.

Text analysis is useful!

Text analysis…• gives a comprehensive view of

customer feedback

• enables tracking business improvements from customer feedback

• helps to handle quickly growing volumes of customer feedback

etumaThanks for watching!