The ultimate guide to sentiment and emotion analysis
Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights...
I’ll be moderating conversations about VoC at next week’s Operations Summit and it got me thinking… It’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction.
Think about your own satisfaction survey for a moment. Are you collecting accurate data? Is the data actionable? Are you able to identify clear gaps and opportunities?
Customer listening programs often suffer from a host of flaws and biases. In fact, in our recent study of point-of-purchase surveys we found that the largest US retailers pack their surveys with tired, biased, and often irrelevant questions.
And when clients come to us with their surveys, here are some of the common flaws:
Good surveys produce good data, and good data reflects the experiences your customers actually have with your company. Good data also shows where you need to improve.
This 6-step process will improve your VoC program by providing a customer satisfaction survey that gets to the heart of customers’ expectations, their perceptions and how they feel about their experiences with you.
Not all surveys are created equally. In fact, many customer satisfaction surveys are disengaging and result in inaccurate data. But our 6-step process, gives you the framework you need for a stellar survey—one that collects accurate customer feedback, motivates teams to improve in specific ways, and shows customers their voices are hear.
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