Before discussing how to turn customer feedback into actionable insights, we must first understand what customer feedback is. Customer feedback is the information we gain from our customers about their experience with a service or a product. The purpose of it is to reveal how satisfied our customers are and help us work out how we can improve in the future.
There are several benefits to collecting customer feedback. As well as allowing us to understand our customers more deeply, it can also help us to make more informed decisions. However, businesses cannot get these benefits unless they understand the data they have collected.
To do this, businesses must analyse their collected data to look for meaningful findings, otherwise known as actionable insights. If you want to turn customer feedback into actionable insights, keep reading below. We’ve made a list of some of our top tips to help you:
- Collect Quality Feedback
The first tip we can give you is to collect high-quality feedback. You can do this in several ways, such as through emails, call centre data, and product reviews. However, perhaps the best way of collecting customer feedback is through live polls.
Live polls or live polling is the process of conducting a quiz or a poll in real time among a live audience. This can be done either online or in person. There are many benefits to live audience polling. As well as allowing you to discover what’s on your customers’ minds and get feedback in real-time, it can also amplify diverse voices, as this type of poll empowers people to contribute comfortably.
- Use Analytics Tools
Once you have collected enough data, the next step is to use an analytics tool to find examples of the problems customers are complaining about. Once you have discovered some common issues, you need to work out how many people are experiencing the same problem before finding solutions to the problem. For example, if 30 people have said they are having trouble with the checkout process, you can assume it is a widespread issue that needs resolution.
- Read Reviews of Your Competitors
Another great tip that can help businesses find actionable insights is to look at what customers are saying about their competitors. This will help you see what your customers like and dislike about a product or service. You can then take proactive steps to improve your product or service.
- Understand Not Every Insight is Actionable
The final thing business owners need to understand is that some insights are not actionable. The data you collect is only insightful if you find out information that you previously didn’t know.
Customer feedback is vital to business success. Not only can it be used by businesses to make better decisions, but it can also help businesses to improve their products and services. However, businesses must turn their customer data into actionable insights before they can get these benefits. If you want to know how to do this, follow our tips above.