How to Check Your Customer Feedback Analysis for Statistical Significance
Checking for statistical significance is a crucial part of any statistical analysis. With Displayr’s built-in significance testing, separating signal from noise is a breeze. Analyzing customer feedback survey data requires the use of statistical significance testing. Here are three instances where Displayr automatically tests for statistical significance. Built-in significance testing with Displayr Cross-tabulations Every time […]
Common Mistakes of Survey Design
When it comes to writing survey questions, there are many landmines to avoid. A poorly written question can decrease your response rates, muddy your data, and frustrate your customers. Here are six common mistakes to avoid. Loaded and leading questions When writing questions for your customer feedback survey, you want respondents to be able to […]
How To Identify Key Drivers of Your Net Promoter Score
Doing driver analysis with your Net Promoter Score allows you to gain a deeper understanding of your customers and their responses to your survey. An NPS response tells you how likely a customer is to recommend your product; conducting a driver analysis on your NPS will identify the factors behind their response. What is driver […]
Analyzing Sentiment in Customer Feedback Responses
Open-ended survey responses can be difficult to analyze. Algorithms and data models that work well with numeric and multiple-choice data often struggle to make sense of free-form text data. Sentiment analysis is a widely used text analytics technique to help code customer feedback. Learn what it is and how to use it! An open-ended customer […]
4 Ways to Improve Customer Feedback Metrics
Focus on key drivers Driver analysis is the process of identifying the key factors — or drivers — influencing an outcome. In the context of customer feedback surveys, driver analysis is used to determine the product attributes that most influence satisfaction rates. This is usually done through a regression model, with the overall satisfaction rate as […]
What to do with Customer Feedback Survey Insights
Consider the customer feedback survey pipeline: designing a survey, issuing the survey, analyzing the results for insights, and taking action based on those insights. We’re going to focus on that very last step. Taking action based on customer feedback can be a daunting task; here are four ways survey insights can inform your decision making. […]
4 Visualizations For Your Customer Satisfaction Data
Measuring customer satisfaction only requires a single customer feedback survey question. Something as simple as, “On a scale of 1-10, how satisfied are you with this product?’ can open you to a world of information about your customers and how they interact with your product. Customer satisfaction data is especially useful when analyzed alongside geographic, […]
Which Survey Questions Should You Include?
Common customer feedback metrics Customer Satisfaction score (CSAT): How satisfied are you with our service or product? Net Promoter Score (NPS): How likely are you to recommend our product or service to a friend or colleague? Customer Effort Score (CES): How easy was it to use our service or product? When issuing a customer feedback survey these three commonly used […]
Why is Customer Satisfaction Feedback Important?
Better understand your users You won’t know if you don’t ask. Analyzing customer satisfaction feedback is the most reliable way to measure customer satisfaction and the only way to truly know your users. While there is an art to designing an effective customer satisfaction survey, the types of questions you ask should be related to […]
How to Evaluate Customer Survey Responses
Closed-ended question methods Top 2 Box score The Top 2 Box score is a common way to compute metrics like the Customer Satisfaction Score and Customer Effort Score. It is calculated by taking the percentage of respondents who gave a score within the top two available choices. For example, taking the percentage of respondents who […]
Open-ended vs Closed-ended Survey Questions
Survey questions can be broadly divided into two categories: open-ended and closed-ended questions. Before designing a survey, it’s important to understand the differences between the two. Asking the right questions and picking the right format will lead to more informative and accurate responses. What are open-ended questions? Open-ended questions allow users to respond in their […]
What is the Customer Effort Score?
Customer Effort Score is a metric used to gauge how easy it is for customers to use your product or service. It is traditionally scored on a seven-point scale, from Very Difficult (1) to Very Easy (7). Customers are asked a simple question like, “On a scale of 1 (Very Difficult) to 7 (Very Easy), […]
How to Analyze a JotForm Customer Survey in Displayr
The post below contains a short survey that anybody can take; the results are then imported into Displayr and plotted. The resulting charts are embedded back into the blog post to demonstrate how Displayr can be used in conjunction with JotForm. Let’s start by creating a customer feedback survey. If you don’t have a JotForm […]
CSAT vs NPS: What’s the Difference?
You’ve probably heard of Customer Satisfaction scores, which measure how satisfied customers were with their experience with your brand. You’ve also probably heard of the Net Promoter Score (NPS), which works by asking customers how likely they are to recommend your brand. But what’s the practical difference between these two measures? Customer Satisfaction Score The […]
What is Customer Satisfaction?
What is Customer Satisfaction Score? The Customer Satisfaction Score is the most straightforward measure of customer satisfaction. Customer satisfaction is calculated by asking customers a question, along the lines of “How satisfied were you with your experience today?” Responses are collected on a scale, usually 1-3, 1-5 or 1-10. The final CSAT score can be […]
