Feedback Ferret: Text Analytics

Transform your customer feedback into actionable insight using text analytics.

What We Do

Collect Feedback

We automatically gather all your customer feedback from any touchpoint, working with you on seamless data integration. All your feedback comments are consolidated from any customer satisfaction surveys you operate into a single reporting platform.

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Analyse Customer Feedback

With over 20 years of development our powerful text analytic technology quickly and accurately identifies all the words, phrases and sentences in context from the feedback and reviews you receive and categorises them by topics tailored for your business.
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Receive Alerts

Automated alerts are the lifeblood of any Customer Experience Reporting. Red flag alerts enable you to troubleshoot issues before they escalate. Green flag alerts help build emotional loyalty. Contact requests means you never miss an urgent customer request.

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Advice & Support

Delivering real value to your customer experience programme our team of experts will seek to understand your business. Our fully managed service means we do ALL the coding and data management which saves you time and resource. You simply receive the results.

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Reporting

The dashboard tool is designed for all levels of users, from people who need simple reports through to data analysts. You can select filters to focus on date range, specific business areas, geographical zones, or employees. Then drill down into the actual comments and take action where necessary to improve customer satisfaction.

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For more information about our services and how we clients, please see our Resources section or contact us to arrange a demo.

“By listening and acting on the negative comments, we have won unhappy customers back into the fold, improved facilities on specific sites, better equipped our accommodation according to customer needs and improved our staff training. The benefits of the programme are very clear to see throughout the organisation.”

James Turner, Eurocamp

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“Feedback Ferret has given P&O Ferries the meaning behind its NPS. We can now quickly and easily identify exactly what our customers are telling us to improve, and what we need to do more of.”

Jenny Lorimer, P&O Ferries

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““It is unbelievable the insight that we are now able to show to the retailers. We’re not having conversations about scores and numbers any more, but talking about the real issues that they need to improve their customer experience.”

Mark Crandon, BMW

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Case Studies

Guinness Partnership

Reducing operational costs

As a result of their feedback programme, Guinness Partnership has made cost savings on boilers and is reacting faster to safety issues. Find out more.

P&O Ferries

Unlocking the reasons behind customer scores

Thanks to their feedback programme, P&O Ferries are in the enviable position of being able to prioritise what actions will have the greatest impact on future revenues.

Jardine Motors

Partnering with Feedback Ferret to "make the difference"

As a result of their feedback programme, Jardine Motors identified a number of key areas for improvement including client communication and internal processes.

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Blog

We are ISO certified for another 3 years

We're delighted to announce we have just had our ISO 27001 (Information Security) certification renewed for a further 3 years.

Closing the loop with your customers is critical

Ever thought about turning a complaint into a sales opportunity? Does your organisation take too long to respond to complaints or even ignore them totally?

The perils of rewarding staff on scores

Surveys should tell you how well you are meeting the needs of your customers but in reality, a lot of surveys are only used to reward staff performance.

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White Papers

Hot Alerts: the Lifeblood of any robust Customer Feedback Programme

How Well Do You Wear Your Customer Hat?

Why Bother With Text Analytics And Does It Really Make A Difference?

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Contact Us

Feedback Ferret first started in 1998, analysing open-ended customer feedback at a level that had never been possible before. Year on year, we have painstakingly tweaked and improved our capabilities and evolved Feedback Ferret to create a Complete Customer Experience Solution. With success stories that include some of the world’s largest brands, we have grown into customer feedback and text analytics experts.

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