InteractionMetrics

JUNE 16, 2016

Unstructured data presents a goldmine of information, but mining that gold is no easy task—it requires coding with detailed text analysis. To be clear, unstructured data includes customer survey text comments, customer service calls, emails, chats, reviews, and other narrative sources of information.

Unstructured Data 40

Unstructured Data Data Mining Voice of the Customer Customer Survey 40

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without it, you’ll never know what a customer wants or expects.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

InteractionMetrics

APRIL 24, 2015

Check out our latest Slideshare about this topic and read on, because these are the kinds of errors that alienate customers, waste time, and lead to misguided business decisions. Get smart with your customer feedback. Get a Free Survey Mini-Audit. We’ll examine a few of your survey questions.

Unstructured Data 45

Unstructured Data Customer Feedback Start-ups Customer Satisfaction 45

SurveySensum

MARCH 3, 2022

A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data. These tools come with inbuilt applications to collect feedback, analyze texts and sentiments, provide visual analytics, and more. You may find it easy to collect data manually from a hundred customers.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Fonolo

NOVEMBER 17, 2020

A properly scripted menu leads customers to the answers they need, provides them with the opportunity to navigate to a live agent, and decreases the overall call volume that reaches the call center. 69% of customers surveyed attributed their good customer service experience to a quick resolution of their problem.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

InteractionMetrics

MAY 6, 2015

Is your customer satisfaction survey good? Customer satisfaction surveys are a multi-billion dollar industry. Unfortunately, most customer feedback is riddled with errors. From sampling issues to poorly worded questions, the state of customer feedback is weak. Really good?

Double-Barreled Question 40

Double-Barreled Question Customer Feedback Customer Satisfaction Unstructured Data 40

InteractionMetrics

JUNE 17, 2015

(Be sure to use that competitor’s name in a few areas of the survey.). Net Promoter Score (NPS) is a commonly used customer feedback metric that’s based on the question “how likely are you recommend us to a friend or colleague?” Just because most surveys are bad and don’t capture factual data doesn’t mean they have to be bad.

Customer Satisfaction 53

Customer Satisfaction Net Promoter Score NPS Touchpoint 53