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!