Analysing Customer Feedback
Contextual analysis of customer feedback comments
The Feedback Ferret engine identifies the topics, sentiments and attitudes in the text to give you accurate and detailed business insight into what your customers think about their experience with your products, services and outlets.
Text Analysis
Feedback Ferret solves the problem of how to manage and understand what’s being said within large volumes of customer feedback text.
Our text analysis engine gives you fast turnaround – even with very high comment volumes – removing the irrelevant noise in the text to reveal the topics and sentiment that matter most to you and your customers.
Bad spelling, grammar and punctuation / False negatives and positives
The Ferret engine is extremely effective at analysing poor quality text that is typically found in customer and employee feedback, such as:-
- Misspellings
- Poor grammar
- Bad punctuation
- Emoticons
The analysis engine also has extensive capabilities for handling:-
- False positives and negatives
- Idioms, abbreviations, jargon and slang
- Products and brand names
Sentiment Rating
A powerful component of the Feedback Ferret analysis engine is the Sentiment Rating. All comments are scored for Sentiment across a 7 point range, from Extremely Positive to Extremely Negative. This is a quick way to see what your most enthusiastic advocates and your most dissatisfied customers are saying.
The Sentiment Score is also a very effective proxy for satisfaction score, where your feedback channels may not have any opportunity for gathering a satisfaction rating from customers.
We also see many customers who give good overall satisfaction scores, but who still have negative things to say about their experience. Simply relying on satisfaction scores can easily mask the true feelings of those customers. The Sentiment Score is a good way to filter out those customers so that you can understand their issues and problems.
Consolidating Multiple Feedback Sources
Feedback Ferret provides consistent and accurate analysis of customer and employee comments across all your sources of feedback.
Where multiple feedback sources are consolidated to a single platform in Feedback Ferret, you get consistent contextual results right across the data, giving your business a complete understanding of the issues that are important to your customers, irrespective of where those comments come from.
Fully hosted platform
Feedback Ferret is a fully hosted feedback management platform – you give us the data; we give you the results over the web based dashboards, quickly and at low cost.
There is no software for you to load, configure or learn.
