“Fundamentally we work on the basis that you can ask the customers as many structured questions as you like, but they will tell you what’s most important to them in the verbatim comments. If you can’t effectively analyse this then you are missing out on customer gold!”
Jonny Combe, BMW
Text analytics (also known as text analysis) is the process used to derive usable information from unstructured text.
Our proprietary text analysis engine quickly and accurately identifies all the topics your customers are talking about. It filters vital feedback from chatter, automatically analyses every sentence in context and categorises them into Topics tailored to your business.
Feedback Ferret offers a fully managed service:
We do all the heavy lifting for text analytics, you simply receive the results. Use them to improve your customer experience, loyalty and satisfaction.
It doesn’t matter how much customer feedback you collect, a good text analysis engine will discover all the unknown unknowns within it.
Are you churning out the same customer feedback surveys, not daring to change for fear of comparing apples and pears? It’s time to take a leap of faith.
Have you ever stood in your customers’ shoes and assessed your own customer feedback process? If not, read on.