How to analyze NPS survey feedback?
Posted: Wed Dec 11, 2024 10:23 am
Now that you've sent out the NPS survey at the right time, what should you do with the valuable customer feedback? How can you analyze it?
This is what you can do!
1. Create Dashboards to Visualize Data
Good analytics starts with clear visualization of your data. Dashboards list of peru whatsapp phone numbers key to understanding the full picture of your NPS.
Some of the graphics it should contain:
Category Distribution
The first important element is to visualize the ratio between Promoters, Passives and Detractors. This view gives you an immediate overview of the health of your customer base and helps you identify where you need to focus your improvement efforts.
NPS trend chart
The second essential element is a graph that shows the evolution of your NPS over time. This will allow you to identify trends, see the impact of your improvements and spot seasonal patterns. The key is to be able to compare different periods and understand how your actions affect customer satisfaction.
2. Identify themes with Text and Sentiment Analysis
Know your customers' problems and take action on them. To achieve this:
Dig deeper into open-ended customer responses
Perform text and sentiment analysis
Create a set of common topics and subtopics related to the product offerings
Track customer sentiment
Identify the topics
Make an action plan
Schedule a regular meeting where all departments:
Discuss and prioritize CX initiatives based on identified themes
Decide who will lead each specific initiative
Set deadlines, etc.
3. Link NPS to your operational data
Connecting your experience data to your operational data will give you a boost. If you're not doing this, you're not getting a chance to improve your business.
Your NPS program will provide much more meaningful insights when you connect your experience data with the operational data residing in your CRM. You can drill down into the data collected to identify the problem and take action on it.
4. Link NPS to your business KPIs
Link your business KPIs to your NPS programs depending on:
The stage you are in
What's most important to you (whether it's turnover, retention or net revenue)
Understand detractors at all touchpoints across the channel
Prioritize them considering the result of your business
5. Democratize your NPS data
Your sales, marketing, and support teams are the ones who touch your customers. Empower them with meaningful NPS data. But how can you do it?
Identify common themes from qualitative feedback with sentiment analysis
Prioritize the problems
Categorize them by departments
Trigger notifications to the team to take immediate action
6. Empower your frontline staff
Your customer service can make or break your Customer Experience, as they are the ones who interact with customers on a day-to-day basis. They need to know how to:
Building relationships with customers
Understanding your feelings
Being able to care for and empathize with the client's problems
Empower them with customer details by storing NPS feedback in the CRM or help desk, so that when they receive a query from the same customer, they have all the information they need about the customer right in front of them.
This is what you can do!
1. Create Dashboards to Visualize Data
Good analytics starts with clear visualization of your data. Dashboards list of peru whatsapp phone numbers key to understanding the full picture of your NPS.
Some of the graphics it should contain:
Category Distribution
The first important element is to visualize the ratio between Promoters, Passives and Detractors. This view gives you an immediate overview of the health of your customer base and helps you identify where you need to focus your improvement efforts.
NPS trend chart
The second essential element is a graph that shows the evolution of your NPS over time. This will allow you to identify trends, see the impact of your improvements and spot seasonal patterns. The key is to be able to compare different periods and understand how your actions affect customer satisfaction.
2. Identify themes with Text and Sentiment Analysis
Know your customers' problems and take action on them. To achieve this:
Dig deeper into open-ended customer responses
Perform text and sentiment analysis
Create a set of common topics and subtopics related to the product offerings
Track customer sentiment
Identify the topics
Make an action plan
Schedule a regular meeting where all departments:
Discuss and prioritize CX initiatives based on identified themes
Decide who will lead each specific initiative
Set deadlines, etc.
3. Link NPS to your operational data
Connecting your experience data to your operational data will give you a boost. If you're not doing this, you're not getting a chance to improve your business.
Your NPS program will provide much more meaningful insights when you connect your experience data with the operational data residing in your CRM. You can drill down into the data collected to identify the problem and take action on it.
4. Link NPS to your business KPIs
Link your business KPIs to your NPS programs depending on:
The stage you are in
What's most important to you (whether it's turnover, retention or net revenue)
Understand detractors at all touchpoints across the channel
Prioritize them considering the result of your business
5. Democratize your NPS data
Your sales, marketing, and support teams are the ones who touch your customers. Empower them with meaningful NPS data. But how can you do it?
Identify common themes from qualitative feedback with sentiment analysis
Prioritize the problems
Categorize them by departments
Trigger notifications to the team to take immediate action
6. Empower your frontline staff
Your customer service can make or break your Customer Experience, as they are the ones who interact with customers on a day-to-day basis. They need to know how to:
Building relationships with customers
Understanding your feelings
Being able to care for and empathize with the client's problems
Empower them with customer details by storing NPS feedback in the CRM or help desk, so that when they receive a query from the same customer, they have all the information they need about the customer right in front of them.