Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

APRIL 12, 2022

The text analytical feature produces very generic output and often you need to manually create tagging rules for future feedback. . It does not have enough analytical features for reports outside individual surveys. . It does not have specialized survey tools like Qualtrics. NPS, CES, CSAT surveys and more.

Text Analytics 59

Text Analytics Close the Loop Unstructured Data Actionable Insights 59

SurveySensum

OCTOBER 12, 2023

Some of the drawbacks include limitations to running two different surveys at the same time, the dashboard being too complex, issues with building reports, no options to automate reports, text analytics being difficult to understand, and many more. Launch Your First NPS or CSAT Survey – Sign Up for Free 2.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

SurveySensum

JULY 2, 2024

A Detailed Overview of Best Customer Feedback Tools Customer Feedback Tools Features Free Trial Free Version Pricing G2 Rating SurveySensum End-to-end feedback management Robust text analytics Helps you with research product satisfaction or new concept testing Enables the teams to share and collect feedback in real-time.

Customer Feedback 52

Customer Feedback Sentiment Analysis NPS Text Analytics 52

SurveySensum

AUGUST 3, 2023

It lets you create various surveys like NPS, CES, CSAT, etc., Moreover, its Text Analytics analyzes thousands of gathered feedback in one go and gives your top trends and sentiments to close the loop in time. With real-time alerts, you can address critical issues promptly, ensuring timely responses to customer concerns.

B2B 52

B2B NPS Text Analytics Net Promoter Score 52

SurveySensum

MARCH 15, 2024

It helps you identify and understand your customer base. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. It is a customer experience platform that provides necessary insights into your customer base across different industries like B2B, Fintech, Telecom, etc.

Text Analytics 52

Text Analytics NPS Outlook CX 52

SurveySensum

SEPTEMBER 15, 2023

5) CustomerGauge NPS system Comprehensive customer tracking Easy to use Free trial available Contact CustomerGauge 4.6 (5) 5) InMoment Customized surveys Real-time insights Comprehensive reporting None Contact InMoment 4.7 (5) It specializes in NPS, providing deep insights into customer preferences.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

SurveySensum

JANUARY 12, 2023

Did you also send your first customer survey through Google Forms? Then how are you adding logic to your surveys? Yes, Google Forms is one of the most simple and easy platforms to create surveys. And all you just need is internet access to your device and a Gmail id to send a survey. Limited analytics .

NPS 52

NPS Touchpoint Customer Survey Text Analytics 52

SurveySensum

SEPTEMBER 13, 2023

5) CustomerGauge Robust NPS System Accurate Revenue Impact Assessment Comprehensive Customer Tracking Free trial available Contact CustomerGauge 4.6 (5) 5) InMoment Customized Surveys Real-Time Insights Comprehensive Reporting Multi-Channel Feedback None Contact InMoment 4.7 (5) user/month 4.4 (5) user/month 4.4 (5)

Manufacturing 52

Manufacturing B2B NPS Compliance 52

SurveySensum

OCTOBER 4, 2023

Real-time Analysis Ensure the tool gathers and analyzes customer feedback in real-time and gives you timely alerts. SurveySensum SurveySensum is a robust survey tool tailored for the automotive industry, designed to transform customer feedback into actionable insights. Get instant alerts about unhappy customers aka detractors.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

Lumoa

JANUARY 25, 2021

In this article, we take a look at rating scales — what they are, how you can use them, and some of their advantages and disadvantages when conducting customer surveys. A rating scale is a closed-end survey question that is used to evaluate how survey responders feel about a particular product or statement.

Net Promoter Score 78

Net Promoter Score Text Analytics NPS Artificial Intelligence 78

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. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Experience Investigators

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. This requires a culture of innovation, and customer experience innovation is a known differentiator in the market.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

SurveySensum

OCTOBER 23, 2023

Poor Survey Customizations The primary role of any survey platform should be to allow users to design high-quality customizable surveys. With GetFeedback there is a limitation when it comes to customized surveys because there is no option to edit CCS, HTML, etc, as evident from this customer review.

NPS 52

NPS Social Media Text Analytics Outlook 52

SurveySensum

JANUARY 10, 2024

Don’t forget to consider the best time to send a survey email and avoid bombarding them with surveys on the weekends because not everyone feels like answering surveys on the weekends when they relax and don’t want to think about work stuff. Be strategic about the type of survey, too. And not just that!

NPS 52

NPS Customer Feedback CX Start-ups 52

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. Before, they tracked NPS without taking any significant action.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

SurveySensum

JULY 30, 2024

Now, when it comes to gauging customer satisfaction levels, there are a few metrics to track including, NPS : This helps you gain insight into customer loyalty and the likelihood of word-of-mouth promotion. You can launch this survey after the customer has had time to get acquainted with your product or service.

Healthcare 52

Healthcare Non-Profits NPS Customer Satisfaction 52

SurveySensum

OCTOBER 17, 2023

5) Yes No Email/Help Desk, Chat, Phone Support, and Knowledge Base 15 Best Customer Feedback Tools for NBFCs of 2023 After a quick sneak peek, let’s now delve deep into the detailed features, pros, and cons of the 15 best customer feedback tools for NBFCs. You can launch any type of survey in less than 10 minutes.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

SurveySensum

NOVEMBER 2, 2023

Let’s explore this along with different types of customer feedback, how they are the building blocks for creating remarkable customer experiences, and how harnessing this feedback can propel your business to new heights of customer satisfaction and success. What is Customer Feedback?

Customer Feedback 52

Customer Feedback Social Media Net Promoter Score Customer Survey 52

SurveySensum

SEPTEMBER 14, 2023

SurveySensum SurveySensum stands out as one of the best AI-enabled in-app feedback platforms, offering a comprehensive set of features that make gathering customer feedback and insights effortless. It empowers businesses to extract maximum value from in-app surveys with real-time feedback.

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

Confirmit

DECEMBER 17, 2018

Working closely with Confirmit, Bupa Global has built a solution that enables; A clear, single view of all ongoing customer surveys. One-click access to customized interactive dashboards. Access to live customer comments and text analytics. Drive NPS increases of 6.2 points in Claims Management and 6.7

Text Analytics 40

Text Analytics Customer Experience VOC Healthcare 40

Lumoa

JANUARY 7, 2021

According to Microsoft, brands that proactively solicit feedback are viewed more favorably by customers. With 34% of businesses now implementing customer journey mapping, it’s becoming even more important to understand how to measure it. Best survey: Focus on public comments and social media or website feedback widgets.

Touchpoint 78

Touchpoint Customer Journey Map Social Media Text Analytics 78

SurveySensum

JULY 19, 2024

However, these types of questions can become a liability and skew your survey result if not used correctly. If the scale is not defined correctly it won’t capture the right customer sentiment. “What do you like most about our customer service?” But you have used the scale of “Very Unsatisfied” to “Very Satisfied”.

Double-Barreled Question 52

Double-Barreled Question Actionable Insights Text Analytics NPS 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. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

SurveySensum

FEBRUARY 24, 2022

A customer feedback tool is software built to help you create and distribute customer feedback surveys to gather feedback, analyze insights, and act accordingly. . There are many kinds of customer feedback tools offering multiple features. Go beyond NPS, CSAT, and CES surveys. Text Analytics.

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

SurveySensum

MARCH 27, 2024

Now let’s explore the different ways in which customer feedback can be collected. 12 Ways to Collect Customer Feedback Collecting customer feedback is crucial for understanding your audience, improving user experience, and making informed business decisions. Here are 12 effective ways to gather customer feedback: 1.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

PeopleMetrics

FEBRUARY 25, 2022

The field of customer experience is constantly evolving alongside the broader business environment. Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. Measure your performance using customer surveys.

Net Promoter Score 71

Net Promoter Score CX Customer Experience Touchpoint 71

SurveySensum

FEBRUARY 14, 2024

Text Analytics: With SurveySensum’s Text Analytics feature, gain quick insights from real-time employee feedback. Analyze hundreds and thousands of text responses swiftly. Key Features: Custom Survey Questions: Craft surveys with personalized questions using a library of prompts from 15Five.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

SurveySensum

SEPTEMBER 12, 2023

This practice shows the unsatisfied customers that their opinions matter to the brand and they’d love to improve based on their feedback. Higher Response Rates Users prefer in-app surveys over traditional email questionnaires. Revenue Growth Gartner reveals that companies with higher revenue actively collect more customer feedback.

Non-Profits 52

Non-Profits Touchpoint Customer Feedback Actionable Insights 52

SurveySensum

JULY 4, 2023

Define your key metrics that will serve as your indicators for customer satisfaction. Some common metrics that you can include are the CSAT score, NPS score, Customer Retention Rate, and CLV. Asses your previous customer satisfaction score, historical data, customer feedback, and survey results and establish a baseline.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

Define your key metrics that will serve as your indicators for customer satisfaction. Some common metrics that you can include are the CSAT score, NPS score, Customer Retention Rate, and CLV. Asses your previous customer satisfaction score, historical data, customer feedback, and survey results and establish a baseline.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52