Feedback Analysis
A game-changing system that product ops can (and should!) implement is a Voice of the Customer (VOC) program for the product team. Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps.
Customer intelligence is crucial to building better products and experiences. It's the system of collecting and analyzing customer data to access the deep understanding and actionable insights your product team need.
An essential part of product development, product validation utilizes feedback analysis to eliminate dead ends and false starts. Here’s what you need to know.
Product reviews are one of the most comprehensive and useful sources of insider info available, anywhere. These often have gold nuggets that can guide development, troubleshoot new initiatives, and improve customer experience. They provide a helpful benchmark to compare your offerings to the competition, showing both your strong points and
When we conduct research, need to explain changes in metrics or understand people's opinions, we always turn to qualitative data. Qualitative data is typically generated through: Interview transcriptsSurveys with open-ended questionsContact center transcriptsTexts and documentsAudio and video recordingsObservational notesCompared to quantitative data, which captures structured information, qualitative data is unstructured
NPS, CSAT, CES...it doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer
Wouldn’t it be awesome if you could automatically analyze your support conversations to gain deep, actionable insights? Thematic has just rolled out two new integrations with Zendesk and Intercom. With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on
Text analytics has been around for dozens of years and several hype cycles. The most recent one, in 2020, is attributed to GPT-3, a proprietary language model. It’s basically a giant black box that costs an estimated $12 million to train. A language model means that if you give
Are you looking for Qualtrics alternatives? Is this because the features are not a good fit? Do you find it difficult to use? Or is the pricing the issue? In this article we’ll analyze the pros and cons of the key Qualtrics competitors to help you decide which is
If you ever had to analyze customer feedback, you will know that the most difficult part is to create a perfect code frame. You need to understand the dataset, the stakeholders involved and the ideal outcomes of the analysis. You will have to iterate before settling on a solution, which
Extracting key insights from large datasets sounds daunting but it doesn’t have to be. With access to the right feedback analysis software, you’re hours away from having valuable and actionable insights to power your CX interventions. The ticket to the game is finding a partner who can funnel
Microsoft Power BI and Tableau are both powerful business intelligence tools for data visualization. At first glance their functionality and features might look very similar. So, how do you know which is the best solution for your business? In this article we’ll reveal what data analysts really think about