Typically, a customer review contains 50 words of unstructured text, representing top-of-mind feedback on the customer experience. These few words are highly valuable to any company striving to learn, improve and grow.
However, fully utilising the information given by your most important critic can be tough, complicated and time-consuming. That’s why understanding your review content quickly and easily really matters.
Save time and effort with Actionable Insights. Our solutions help you analyse your written customer feedback related to experiences along the customer journey. You get an extract of the recurring topics, sentiment and trends over time in one go.
This helps you truly understand both the volumes and severity of the customer experiences driving satisfaction and dissatisfaction in your business.
Once your key review topics and trends are clear, you can understand the spread of your review ratings and the frequency of positive or negative topics. This not only helps you identify your promoters and your detractors, but it helps you identify approaching issues or the areas where you’re excelling.
Using AI & machine learning to analyse reviews is fast and accurate. However, while machines are great at detecting recurring themes and topics, some key nuances of feed back on experiences along the customer journey are sometimes missed.
For example, a machine trained to look for topics related to postal delivery of an online purchase is challenged when a customer writes about the experience of a dishwasher, a carpet or blinds being delivered and installed into the customers home.
That’s why we use both machine detection and human analysis for our Actionable Insights, to ensure the insights you get allow you to monitor key trends with high relevance for your customer, you and/or your business.
What’s important is that you get the insights you need, presented in the way you choose, to best meet your business needs. All in all, you get a truly customised solution which understands what drives your customer satisfaction.
Imagine this scenario: your business has discovered there is a problem regarding delivery. But what if we could investigate this problem one step further?
Our Actionable Insights makes this is possible. We can isolate and group negative feedback topics which are seen to be having a significant impact on your overall rating. This provides you with the valuable information about the issues and root causes leading to your customers dissatisfaction, helping you focus on where to improve.
Along with the delivery example above, we can identify whether the bad reviews on delivery are due to causes such as late or missing delivery, poor tracking and order information, back order issues etc.
Combining our review insights with your business entity identifiers, such as store locations or product categories, enables you to benchmark customer experiences across those entities.
This helps you understand the reasons behind performance variance (i.e. why some of your entities are appraised by your customers whereas others are criticised) and pinpoint which parts of your business are setting the best example. You can use these findings to improve the parts of your business that are perhaps lacking, or to praise those entities which are doing well.
We tailor our solutions to suit your business requirements for customer experience insights. Typically, we present our analysis and findings in PowerPoint, and where relevant you will be granted access to the interactive CXI reporting platform.
Our insights are powered by highly customisable solution components from our partners. The specific characteristics of your customer feedback are captured by the natural language processing platform from Lexalytics - and the visualisations are created using the Tableau business intelligence platform.
We collaborate with extensive involvement from key stakeholders in our client organisations, to ensure both quality and buy-in on the insights.
Depending on expertise needs during our engagement, we can bring in key competencies from our partner network - be it your decidated Customer Success Manager or other experts when it comes to analysing and reporting on your customer feedback.
Our solutions are delivered and charged as a mix of consulting hours and subscription services.
