Gathering Voice of Customer Feedback

With Feedback Ferret, you can supply your existing customer comments for analysis and reporting, or we can set up new feedback gathering channels for you - see below for more details on these feedback gathering options.

Using Your Existing Feedback Channels

Are you faced with a mountain of open ended, unstructured feedback that you already gather from your customers, but you are finding it hard to extract any real meaning from this data?

Feedback Ferret can add value to your existing 'voice of customer' surveys and feedback programmes by quickly identifying the sentiment and topics they raise.

Whatever the source or format of the data, Feedback Ferret will chew through the text to give you the answers you need about what really makes your customers tick.

We can work with your existing feedback data from just about any channel and in any format:-

• Customer satisfaction surveys
• Customer questionnaires
• Customer Interview transcripts
• Call centre contact notes
• Web feedback forms
• E-mail messages
• Research interviews and group transcripts
• Online webchat text files

Creating New Feedback Channels

As well as using your existing feedback sources, we can set up and operate a wide range of feedback gathering channels for you, including:-

• Web feedback forms - simple, single page feedback forms:-
  • Put a feedback link on every page of your web site
  • Publish a feedback URL for your customers
  • Outbound e-mail to trigger web feedback form completion
• Web surveys
• E-mail
• Voicemail - on 0800 or 020 numbers
• IVR telephone surveys
• SMS text messaging

These 'voice of customer' feedback channels can be standalone, or used in together in combination with each other, or with any of your existing feedback channels. The aim is to make it as easy as possible for your customers to give you their views at a time of their choice, and via the channel of their preference.

Feedback from the Blogosphere

We can gather feedback data from blogs, bulletin boards, social networking sites, review sites - and more from right across the blogosphere - so that you can see what customers have to say about your organisation from an external perspective.

What about Data Quality?

Feedback Ferret is designed to work with poor grammar, bad punctuation and misspellings that are common in this type of feedback. No corrections are needed before Feedback Ferret gets to work.

What about Multiple Languages?

Feedback Ferret will be multi-lingual from mid-2009. We will be able to analyse feedback data in any major language.

Additional Customer Data

You can add additional customer data fields to the feedback database to enhance your ability to analyse and report on customer issues.

Typical data would include:-

• Product purchase and ownership
• Customer profiles and demographics
• Retailer/dealer links
• Survey scores
• Churn / defection indicators where contracts have been cancelled or no further transactions identified