USE CASE

Customer Feedback Analysis

Gather customer feedback from digital channels to uncover the customer reality using NLP and text analysis techniques.

Understand the customer experience.

Customer Feedback Analysis

What is customer feedback?

Customer feedback is any response, comment, or opinion a customer provides about their experience with a product or service. This feedback can be positive or negative, and it is typically used by businesses to improve the customer experience and make their products and services more effective.

Customer feedback can come in many forms, such as online reviews, surveys, or comments on social media. An effective customer feedback funnel should connect as many channels as possible to collect and manage customer feedback in a single source. All the collected customer feedback data should be analyzed and classified using Natural Language Processing (NLP) and text analysis technologies. Thus, human work will reduce while the volume of customer feedback data increases.

Collect Customer Feedback

Collecting customer feedback helps businesses understand what their customers think about their products or services. Companies can use this information to identify areas for improvement and make changes that will better meet customers' needs. Also, customer feedback can provide valuable insights into the market and help businesses make informed decisions about product development and marketing. Collecting and responding to customer feedback can help build trust and strengthen the relationship between a business and its customers. On the other hand, customer feedback can also help a business track its performance over time and measure the effectiveness of its customer service efforts. Overall, collecting customer feedback is an integral part of running a successful business.

There are several ways to collect customer feedback, including online surveys, social media, in-person feedback, phone surveys and online reviews. With a social listening tool like Kimola Analytics, marketers can collect customer feedback from social media networks and e-commerce sites like Amazon, Yelp, etc. But more than collecting customer feedback is needed; the data should also be analyzed with a tool with Natural Language Processing (NLP) and text analysis talents.

Collect Customer Feedback
Analyze Customer Feedback

Analyze Customer Feedback

Analyzing customer feedback allows businesses to identify patterns and trends in the comments and opinions of their customers. This can provide valuable insights into what customers like and don't like about a product or service and help businesses make informed decisions about how to improve. If the customer feedback is already collected, there are two ways to analyze it; manually or automatically. The first thing to do is to organize the feedback into categories based on common themes or issues that customers raise. This will make it easier to identify patterns and trends in the feedback and can be done by reading one by one if there are up to 1000 reviews. On the other hand, marketers need their customer feedback and their competitor's feedback, so there are better options than going manually for a comprehensive customer feedback report.

Marketers and researchers can use customer feedback analysis tools like Kimola Cognitive to classify customer feedback automatically. Data analytics tools can classify the data for sentiment analysis and also categorize the customer feedback by its topics, such as "Design", "Price", "Quality", etc. After auto-classification with text analytics techniques, going through the categories and revealing insights will become much more manageable. Businesses can make data-driven decisions to improve their products and services while analyzing customer feedback using machine learning.

What is a Customer Feedback Analysis Tool?

A customer feedback analysis tool is a software application that gathers customer feedback as online reviews, surveys, or social media comments to help businesses to unlock their customer reality. These tools typically use Natural Language Processing (NLP) and text analysis techniques to automatically extract insights and information from customer feedback, such as the topics or themes discussed in the feedback or the sentiment expressed by the customer.

While the standard features of customer feedback analysis tools are sentiment analysis, classification, and entity extraction, some also offer Net Promoter Score (NPS) calculations. Tracking changes in sentiment over time, generating excel and PDF reports showing customer feedback and integrating with other customer relationship management tools to provide a comprehensive view of customer feedback are also must-have abilities in customer feedback analysis tools.

Customer Feedback Sentiment Analysis

Customer feedback sentiment analysis is the process of using natural language processing (NLP) techniques to identify the sentiment or emotion expressed in customer feedback automatically. This data can be helpful for businesses because it allows them to quickly and accurately assess the overall sentiment of their customer feedback without having to read and interpret each piece of feedback manually. To perform sentiment analysis on customer feedback, businesses can use machine learning algorithms to train a model on a large dataset of labelled customer feedback. The model can then automatically classify new customer feedback based on its sentiment.

There are two main types of sentiment analysis: binary sentiment analysis, which classifies feedback as either positive or negative, and multi-class sentiment analysis, which can identify multiple sentiments, such as positive, negative, and neutral.

The training set is one of the most critical things in analyzing the sentiment. If the training set is accurate, labelled manually and has enough reviews to learn what is positive, negative and neutral, the algorithm is more likely to give accurate results. A good training set must have a minimum of 500 rows of customer feedback for each label, and the character length of customer feedback on each row must be similar.

Customer Feedback Text Analysis

Customer feedback text analysis uses natural language processing (NLP) techniques to extract insights and information from customer feedback automatically. Text analysis is helpful for companies with enough customer feedback because it allows them to quickly and accurately analyze large volumes of customer feedback and identify common customer behaviours, motivations, and tension points.

Businesses can use text analytics tools to perform text analysis on customer feedback. Generally, machine learning is mainly associated with coding, but text analysis doesn't have to require coding talent. For example, Kimola Cognitive offers no-code machine learning; users only need to drag and drop their excel or .csv files containing thousands of customer feedback. The platform can analyze feedback instantly. 

By using customer feedback text analysis, businesses can gain valuable insights into the needs and preferences of their customers and identify areas for improvement in their products and services. This can help businesses make data-driven decisions about how to improve the customer experience and increase customer satisfaction.

Understand Customer Satisfaction

Understanding customer satisfaction is essential for businesses because satisfied customers are more likely to continue using a business's products or services, recommend the business to others, and provide positive feedback. This can lead to increased revenue and profitability for the business, as well as improved brand reputation and customer loyalty.

On the other hand, dissatisfied customers are more likely to stop using a business's products or services, leave negative reviews, and switch to a competitor. This can negatively impact a business's revenue and reputation, making it more challenging to attract new customers.

By regularly monitoring and measuring customer satisfaction, businesses can ensure that they are meeting the needs and preferences of their customers and take steps to address any issues that may be causing dissatisfaction. This can help businesses retain existing customers and attract new ones, ultimately leading to increased revenue and profitability.

Understand Customer Satisfaction
Get Ideas for Customer Satisfaction Survey

Get Ideas for Customer Satisfaction Survey

The hardest thing about creating a customer satisfaction survey is finding the best questions. If too many common and routine questions are on the list, the replier might get bored, or if the questions are too general, you might not get any insights out of the survey. Surveys do not only use to understand the customers; they are also created for the customer to tell them that your company values their opinion and that you're trying to do the best you can as a company. 

By gathering customer feedback from social media and e-commerce sites about your product or services and analyzing them, you can learn your pain points without asking any questions to anyone. After learning your pain points, you can create your survey and point out what your company is doing right as questions. For example, if most of your customers are happy with your product design, ask them to score it. Help them remember why they have chosen your company in the first place. This way, you can create a positive perception to connect easily with your customers. You can also refer to the problems you have learned from the analysis and ask them how to improve them; this way, your customers will feel that you are a company that is trying to identify the problems and that you care about your customers. 

After creating a positive perception and an emotional connection with the customer, choose questions you couldn't answer after the text analysis. Even though online reviews and social media comments can point out the best and worst reviews, some questions should be directly asked the customer. You can also expand your survey by asking some lifestyle questions like the interests, brand affinities, music preferences, TV show preferences, where they like to shop online etc., to create a good marketing plan. 

Free Customer Feedback Analysis Tool

Kimola offers a rock-solid Customer Feedback Analysis Tool to automatically classify social data gathered from e-commerce sites, social networks, forums, blogs, and news sites. It's designed for marketers, strategists and researchers.

Sign Up Sign Up

Create a free account on Kimola Analytics to start collecting customer feedback.

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Upload Upload

Setup your account by adding keywords or links to track the web and scrape customer feedback.

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Analyze Analyze

Enjoy Kimola's beautifully designed dashboard to browse, filter and search in customer feedback.

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Frequently Asked Questions
  • Customer feedback is basically any customer review that your company has received in any form. In today’s world, companies need to be accessible and have to learn from their mistakes to improve their products and services. Getting feedback, gathering feedback from online channels and offline channels and planning better services makes companies connect with their customers. Customer feedback brings loyalty, loyalty brings more customers.

  • Customer feedback can appear many forms and can provide valuable insights into the needs and preferences of customers. By listening to and responding to customer feedback, businesses can improve the customer experience and increase customer satisfaction. Examples of customer feedback include online reviews, social media comments, phone survey responses, in-person comments mentioning the quality, features, pricing, customer care, taste, smell of a product as well as point of sales, branches, staff behaviors.

  • Good customer feedback is any response, comment, or opinion from a customer that is positive and shows that they are satisfied with a product or service. Good customer feedback typically includes comments about the quality of the product or service, the effectiveness of the customer service, or the overall customer experience.

    Good customer feedback is important for businesses because it shows that they are providing a high-quality product or service. By regularly collecting and responding to good customer feedback, businesses can improve the customer experience and increase customer satisfaction. This can lead to increased revenue and profitability for the business, as well as improved brand reputation and customer loyalty.

  • Kimola Cognitive is one of the most easiest analytics tool to analyze customer feedback. With a simple drag and drop, users are able to analyze thousands of customer feedback instantly. A free customer feedback report can be generated anytime with 7 days free trial.