{"id":567,"date":"2024-09-04T12:42:23","date_gmt":"2024-09-04T12:42:23","guid":{"rendered":"https:\/\/knowledge.customerheartbeat.com\/geen-onderdeel-van-een-categorie\/how-do-i-analyze-the-results-what-story-do-i-get-from-the-feedback\/"},"modified":"2024-09-17T09:06:45","modified_gmt":"2024-09-17T09:06:45","slug":"how-do-i-analyze-the-results-what-story-do-i-get-from-the-feedback","status":"publish","type":"post","link":"https:\/\/www.knowledge.customerheartbeat.com\/en\/customer-experience\/how-do-i-analyze-the-results-what-story-do-i-get-from-the-feedback\/","title":{"rendered":"How do I analyze the results – what story do I get from the feedback?"},"content":{"rendered":"

How do I analyze the results – what story do I get from the feedback?<\/h1><\/div>
The survey probably asked a lot of questions of your customers, so the dashboard is now full of results. How are you going to figure this out?<\/h5>\n<\/div>
<\/span><\/div><\/div><\/div>

Don\u2019t worry, you don\u2019t need to become a data analyst or clear your calendar for a week to understand the feedback. Simply follow these steps and, most importantly, engage in conversations with your customers. This will help you uncover the real story behind the feedback.<\/p>\n

Step 1: Check the Response Rate<\/strong>
\nStart by evaluating the response rate. If only a few customers participated in the survey, keep this in mind when analyzing the results. A low response rate doesn\u2019t mean the results are worthless. The feedback from the participants is still valuable, and you can also reach out to non-respondents to discuss their experiences.<\/p>\n

Step 2: Review the NPS<\/strong>
\nThe Net Promoter Score (NPS) provides a quick overview of your organization\u2019s performance. Determine whether the NPS is positive or negative. Assess the ratio of promoters, passives, and detractors, and compare this year\u2019s NPS to previous years or industry benchmarks.<\/p>\n

Step 3: Analyze Reasons for Recommendations<\/strong>
\nExamine the follow-up answers customers provided based on their NPS responses. Understand what promoters are enthusiastic about, what improvements passives suggest, and why detractors are dissatisfied. Avoid taking negative feedback personally and look for recurring themes or common answers.<\/p>\n

Step 4: Study the Priority Matrix<\/strong>
\nThe priority matrix combines satisfaction and importance. Focus on the right side of the matrix, where the most critical issues according to customers are located. Identify the strengths (green spheres) and priorities (red spheres). Pay attention to orange spheres, which indicate areas with high improvement potential but are less critical. Check for issues transitioning from orange to red and from green to red. Relate these findings to the satisfaction ratings and compare them with previous surveys, other segments, or benchmarks.<\/p>\n

For example, if customer service accessibility is a red sphere, it indicates a direct need for improvement. Compare the satisfaction rating for this area with past ratings to see if it has improved, declined, or stayed the same.<\/p>\n

These steps will give you a solid initial understanding of the feedback. You can also delve into areas like competitiveness, image, satisfaction rates, and responses to open-ended questions. If you have access to results from multiple groups, repeat the steps and compare the findings.<\/p>\n

Avoid overcomplicating the process or getting bogged down in details. Understanding every decimal point isn\u2019t necessary; engaging with customers will provide further insights.<\/p>\n

Need help with your analysis? Contact Integron<\/a>!<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

The survey probably asked a lot of questions of your customers, so the dashboard is now full of results.
\nHow are you going to make chocolate out of this? <\/p>\n","protected":false},"author":1,"featured_media":268,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[46],"tags":[47],"class_list":["post-567","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-feedback-en"],"_links":{"self":[{"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/posts\/567","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/comments?post=567"}],"version-history":[{"count":5,"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/posts\/567\/revisions"}],"predecessor-version":[{"id":1152,"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/posts\/567\/revisions\/1152"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/media\/268"}],"wp:attachment":[{"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/media?parent=567"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/categories?post=567"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.knowledge.customerheartbeat.com\/en\/wp-json\/wp\/v2\/tags?post=567"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}