Customer Feedback Analysis

In-Depth Contextual Analysis of Customer Feedback

The Feedback Ferret analysis engine makes it quick and easy to carry out in-depth contextual analysis of your free-form customer comments.

Feedback Ferret automatically categorises and quantifies this information, enabling you to understand the scale of the issues that your customers have raised, and to drill down to the exact words that your customers have used, giving you highly actionable insight about your customer experience.

In addition to the extensive range of topics and sentiments that the Ferret already identifies, we can build additional categorisation to meet your corporate requirements for:-

• Product / brand names
• Distributor names
• Company jargon, acronyms and abbreviations
• Competitor names

Our in-depth analysis and categorisation processing goes into far greater detail and accuracy than any word-search tool. And being a fully managed service, we do all the data processing and the hard work of continuously enhancing the accuracy of the categorisations for you.

Benefits of Feedback Ferret Categorisation

There are hundreds of ways that customers have of telling you about their experience - for example, that they were kept waiting.

Feedback Ferret categorises all of these under the single Category of 'Kept Waiting', so that you don't have to review all the fragmented instances of this topic. But Feedback Ferret also understands the contextual difference between the separate categories of: 'Kept Waiting'; 'Long Time'; 'Slow/Late'; 'Poor Queues' and so on.

As well as viewing the results at a granular level, you can create Perspectives, in which you can group topics together to describe specific issues, topics and sentiments in the way that you want to see them. You can choose from an extensive library of ready defined Perspectives, or we will create new ones specifically for you.

Perspectives are powerful and hugely flexible, helping you to get just the information you need from the feedback analysis. They form the basis of all the report views in the interactive Feedback Ferret dashboards, so you have great scope to customise the dashboard to your particular requirements.

Just ask yourself - what would you like to know about your business, your customers, your branches? And what is it that customers want to tell you? All these topics and issues can be set up as Perspectives to ensure you get the insight out of Feedback Ferret that you need to get truly actionable information.

Examples of Using Perspectives

One automotive client needed a custom Perspective to identify cracked or corroded brake discs on a particular model, registered between 2003-2007.

Another example was to identify water leaks on a vehicle, which included wet carpets and corrosion to the door sills.

You may want to group together all the ways that customers have of expressing 'Poor Telephone Service' into a single Perspective, which would encompass everything from slow answering, hard to understand, poor linguistics, no call back, and so on.