SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Lumoa

DECEMBER 18, 2017

Although it’s important to have those choices available, you need to filter them down to a manageable size, then give your customers what they need.” The future of the feedback analysis - text and voice analytics. Make sure the right people are following the process and the feedback is curated in a sustainable way.

Text Analytics 102

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 102

PeopleMetrics

FEBRUARY 13, 2025

As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable. And with AI reshaping how we collect, analyze, and act on customer feedback, internal alignment has never been more critical. Maybe even more so.

VOC 109

VOC Legal AI Sentiment Analysis 109

eglobalis

SEPTEMBER 3, 2024

It serves to remind us that text analytics alone are not a solution. Since 1992, she has used customer feedback to influence products, services and touchpoints. She now reviews VoC platforms and helps clients develop and implement plans for the successful use of customer feedback.

VOC 310

VOC CX Voice of the Customer Text Analytics 310

PeopleMetrics

MARCH 11, 2025

Instead of answering ten multiple-choice questions, customers chat with an AI assistant, making the feedback process feel more natural and engaging. Example: AI detects that many customers are complaining about "long check-in times" and flags this as a priority issue in reportswithout requiring human intervention.

VOC 100

VOC AI Text Analytics Touchpoint 100

Retently

SEPTEMBER 12, 2018

At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well. What is NPS? The Process.

Customer Feedback 109

Customer Feedback NPS Machine Learning Text Analytics 109

SurveySensum

MARCH 26, 2025

Saves Time and Effort : Manually reading through thousands of documents or customer feedback is nearly impossible. Text mining automates this process, reducing analysis time from weeks to minutes. And companies that leverage data analytics, are 23 times more likely to acquire customers and 6 times more likely to retain them.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

SurveySensum

FEBRUARY 7, 2025

No manual exporting, no data silosjust a seamless flow of feedback ready to drive your next big decision. With robust API connections and two-way integrations, you can centralize NPS data, streamline workflows, and ensure customer feedback is at the heart of every decision. Thats possible with NPS integration.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

Confirmit

JANUARY 15, 2020

To boost that insight, RS has worked closely with the Confirmit team to implement a sophisticated program of text analytics to get a deeper view of customer feedback. NPS scores are up across the board – a direct result of the decisions made on the strength of really accurate customer insight. The results?

Text Analytics 52

Text Analytics Net Promoter Score VOC Voice of the Customer 52

SurveySensum

JANUARY 4, 2024

You see the quantitative feedback will only give you a score, but only with proper analysis of qualitative feedback can you identify areas of improvement. With the help of Text Analytics Feature, you can properly analyze your NPS program. But how to do that? The survey uncovered A LOT of insights.

Text Analytics 52

Text Analytics NPS Customer Loyalty Actionable Insights 52

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Customer Feedback 78

Customer Feedback Text Analytics Hospitality Hospitality 78

SurveySensum

OCTOBER 29, 2024

Instead of relying on the traditional method of manually keeping track of customer interactions, feedback, and agent performance, contact center analytics centers around improving and optimizing customer service processes with the help of advanced analytics like AI, machine learning, etc. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

SurveySensum

MARCH 10, 2025

Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty. With the right text analytics software. What is Conversation Analytics? Your customers are talking – are you listening? Lets find out how!

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

APRIL 11, 2025

Using a mix of historical data analysis, customer feedback , and industry benchmarks goes a long way here. For example, if you want to improve your CSAT , first make a list of all the possible factors that affect customer satisfaction, like pricing, product reliability, etc.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. There’s an avalanche of text data out there. Welcome to the ‘digital-everything’ era.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

Lumoa

SEPTEMBER 10, 2018

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. Now, as we’re on the same page, why exactly should you find a different timing of collecting customer feedback than doing it quarterly or annually?

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. This shows the tangible, bottom-line benefits of listening to your customers.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

SurveySensum

FEBRUARY 6, 2025

What is QuestionPro Platform Overview QuestionPro is a cloud-based survey and research software platform used for creating, distributing, and analyzing customer feedback in real time. By analyzing large volumes of customer data, SurveySensum’s text analytics pinpoints key patterns and shifts in customer sentiment or behavior.

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

SurveySensum

SEPTEMBER 19, 2024

While Zykrr is a great customer feedback tool , it lacks in certain areas which makes it fall short in the long run. Zykrr is an end-to-end customer feedback management tool, however, like any other great tool this one has some glaring red flags that you need to be aware of before investing in it. Curious about it?

Customer Feedback 52

Customer Feedback Text Analytics Sentiment Analysis Social Media 52

SurveySensum

OCTOBER 4, 2023

What is an Automotive Customer Feedback Tool? How to Choose the Right Automotive Customer Feedback Tool? An automotive customer feedback tool is software designed to collect, manage, and analyze customer feedback and opinions within the automotive industry. Let’s dive into each tool here.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

SurveySensum

DECEMBER 4, 2023

Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Many businesses gather feedback but need help figuring out what to do next. Customers start to feel like their opinions don’t matter, and when they don’t see any changes, they quietly leave. The result?

Customer Feedback 52

Customer Feedback Text Analytics Social Media Net Promoter Score 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

OCTOBER 16, 2024

80% of companies that have experienced positive growth use customer surveys to gather customer feedback, compared to 58% of non-growth companies. Improve customer satisfaction : Gathering feedback from customers helps you address issues or pain points, improving their overall experience and building stronger relationships.

Text Analytics 52

Text Analytics Customer Loyalty Customer Satisfaction Customer Service 52

Lumoa

FEBRUARY 7, 2023

The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels. VoC delves beyond the surface level of customer feedback to uncover their underlying desires, requirements, and expectations.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

PeopleMetrics

MARCH 1, 2017

If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect. Always follow up.

Customer Feedback 61

Customer Feedback Voice of the Customer Text Analytics Customer Experience 61

SurveySensum

APRIL 7, 2025

Understanding Its Value for CX Professionals SurveyMonkey is a feedback management tool widely used for gathering customer feedback, offering drag-and-drop survey design and data analysis tools that yield actionable insights. Due to this commitment to customer satisfaction , they have achieved a 100% customer retention rate.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

SurveySensum

JULY 2, 2024

If not, it’s crucial to adopt a robust customer feedback tool to effectively gather and leverage the feedback. According to the State of Global Customer Service Report, a staggering 77% of consumers hold brands in higher regard when they actively seek and apply customer feedback.

Customer Feedback 52

Customer Feedback Sentiment Analysis NPS Text Analytics 52

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Boost Customer Engagement with CRM-Integrated Email Surveys What is it?

CRM 52

CRM Customer Feedback NPS Touchpoint 52

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. It is part of a great umbrella of text mining called text analysis. What is Sentiment Analysis? Lets find out. What is Sentiment Analysis Used for?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

SurveySensum

SEPTEMBER 25, 2023

Businesses of all sizes are using videos to reach their target audience, build relationships with customers, and drive sales. The answer is simple: listen to your customers. Customer feedback is the key to creating video content that resonates with your audience and achieves your marketing goals.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

PeopleMetrics

APRIL 15, 2015

But if they’ve never worked in the customer satisfaction space, you may buying appearance over substance. How long does it typically take to get your clients from contract to the first customer feedback invitation? How long should a transactional customer feedback survey be? positive, neutral, and negative).

Voice of the Customer 81

Voice of the Customer Net Promoter Score Text Analytics VOC 81

SurveySensum

MARCH 27, 2024

So, how can they customize their product according to their customer’s needs and preferences when they do not know the exact pain points of the customer? This is where customer feedback enters the picture! Now, it is imperative to collect feedback the right way and find the best timing.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Why do you need Customer Experience Management?

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141