Collecting customer feedback goes beyond surveys and feedback forms. It involves collecting every response, formulating them into graphs, charts and understanding open ended responses. To analyze every data requires technical assistance. Merren is equipped to formulate the data, break them into individual parts for detailed analysis. In this blog, we will discuss how clients can assess reports via the Merren dashboard and download these reports to improve customer experience.
What are Customer Feedback Reports?
Customer Feedback Reports are compilations of customer feedback on a product or service, including satisfaction levels, preferences and complaints. They help businesses understand their strengths and weaknesses and make improvements based on insights from the reports. These reports contain sensitive data on consumer’s needs and preferences, their pain points and open ended feedback. However, the quantitative reports have a fixed rating scale that can be mapped on graphs. However, the open-ended feedback requires patient analysis since it gives an overview of a customer’s emotional experience during a certain transaction.
Ways to collect customer feedback
People are active at different touchpoints. It could be on the website, social media sites of Facebook and Twitter, calling the company hotline number or interacting on the chatbot. Before deploying surveys at different channels, one must understand how to create an apt survey form that will be compatible across these channels.
Dynamic email surveys
Dynamic email surveys are facilitated by AMP (introduced by Google). This prevents users from going to an external browser based site. Due to the dynamic nature of the mailer, respondents can reply to feedback forms within the email itself. The data is then compiled on the Merren dashboard and all quantitative feedback can be viewed as mapped on the graphs.
Web based chatbots
Chatbots are an important touchpoint since the technology is very interactive in nature. People can talk to chatbots powered by AI. These bots have the capacity to collect and compile a large number of information from people. They can be deployed swiftly on websites and stay active all round the clock. This reduces the need to have manual intervention. Merren provides a web based chatbot that works at a superfast speed. It can collect a plethora of information and compile every data.
Messenger based surveys
Messenger based applications are widely used among the consumer based since applications of Whatsapp and Facebook messenger are within our reach. Merren uses Whatsapp surveys and Meta messenger surveys to capture instant feedback from the target audience. Using pre designed templates, it is simple to create a Whatsapp survey in 5 minutes and launch it straight into the customer’s pocket. The dashboard collects every data- closed-ended and open-ended questions – and presents it in the form of real time trends and word clouds.
Types of Customer Feedback Reports
The dashboards offer a variety in terms of result analysis as per comparison based on different filters. Including multimedia data, every report can be individually assessed for actionable insights. One way to close the feedback loop is to use this data and follow-up post purchase or during complaint resolutions. Merren provides data segregation in the following ways:
Real-time insights
Merren has the facility to map real time insights right as your campaign is active. All data collected will be visible on the trends section which can be further segregated as per weekly, monthly or daily insights. Using real time insights , marketers can pinpoint unhappy customers and immediately move to close the feedback loop. All closed-ended ratings are mapped out on the graphs and can be segregated as per demographic filters.
Word cloud insights
Word cloud is a powerful way to understand the emotions of people using specific words that are mapped on a graph. It could have a positive or a negative connotation such as ‘happy’, ‘great experience’ or ‘bad’. Mapping words from an open ended question, allows organisations to understand the common sentiments of respondents.
Comparison based insights
While collecting insights, clients can compare one response with relation to the other. This can give an in-depth analysis based on two different questions. Comparison based insights are a good way to understand market segmentation, your target audience and how one metric compares to the other. Using comparison based insight, marketers can personalize their communication strategy based on the survey conclusions.
Multimedia based insights
If you are looking for rich media data, multimedia insights is the best way to collect qualitative feedback. Multimedia includes collecting responses via audio, video and photo responses. These are more vivid in terms of features and can give in-depth context while understanding user experience. This data is available with Merren and clients can download every data and put it on their BI tools for in-depth analysis. Multimedia based data segregations are also visible on the dashboard and one can also view responses individually.
The Benefits of Customer Feedback Reports
Collecting this data using different methods like surveys or social media platforms helps recognize pain points in the overall customer journey. Analyzing the feedback data using appropriate tools from Merren provides actionable insights into identifying common themes or areas for improvement.
Improved Customer Retention Rates
The customer service is always at the hot seat- considering their daily interaction with consumers (mostly to solve complaints, address issues and combat friction points). Using NPS surveys, customer satisfaction scores, CES scores, businesses can get continuous responses. Using this data, they can opt to upgrade internal processes and make touchpoints seamless. All collective efforts can increase customer retention rates.
Enhanced Brand Reputation
Brand reputation also depends how seamless and smooth the touchpoints will be. This includes websites, social media sites of Twitter and Facebook, customer executive calls, email conversations and website chatbots. Collecting customer feedback through multimedia channels provides a more holistic understanding of user experience, which helps in identifying pain points and areas for improvement. Invest in collecting and analyzing customer feedback reports to stay ahead of your competition!
Understand promoters, detractors with NPS scores
Net promoter score is a crucial satisfaction metric that helps business understand if the respondent will be a detractor or a promoter. Detractors are consumers who might have faced a certain pain point during a touchpoint. Marketers can see this as an opportunity to turn things around in a positive limelight by addressing issues raised by detractors. Promoters are satisfied consumers who can successfully be leveraged to boost brand reputation by advocating for the business. Customer loyalty depends on how swift a support team can address a problem, understand friction points and make necessary changes across touchpoints.
Common Mistakes When Creating Customer Feedback Metrics
To create effective customer feedback reports, it’s vital to avoid some common mistakes that businesses can make. Here are some crucial customer feedback data that is an integral part of a report, be it creating communication strategies or closing a feedback loop.
Ignoring Negative Feedback
Negative feedback provides valuable insights into areas where businesses need improvement. Approaching negative feedback with an open mind and a willingness to learn from it is necessary if companies want to improve the customer experience and boost customer satisfaction rates. Utilizing this type of qualitative data is the best way to identify pain points in the customer journey that might not be readily apparent through other methods like NPS surveys or metrics analysis.
Asking Leading Questions
Crafting effective customer feedback reports requires avoiding leading questions. Instead of using biased language that steers participants towards a predetermined answer, opt for open-ended queries that encourage honesty and insight. This approach allows for the collection of valuable and accurate feedback that truly benefits your business. There are many ways in which you can leverage customer support channels like interactive emails, web based chat bots, live chat on websites to gather insights that drive product development and foster customer loyalty.
Conclusion
If you want to create your first customer survey and conduct an in-depth customer feedback analysis, Merren is the platform for you. Using the right tools, you can augment your processes of collecting consumer feedback via multiple channels. Understand user behavior using analytics and metrics and expedite your business growth. Merren offers a 14 day free trial, Alternatively, we also have AI powered AI Survey Builder that can instantly create customer feedback surveys for you.
