Find out the sentiment behind certain scores
Posted: Mon Dec 23, 2024 7:09 am
The benefits of qualitative feedback
1. Learn why customers abandon their shopping carts
This is important information for online retailers and e-commerce companies. It happens regularly that customers have all kinds of items in their digital shopping cart, only to leave the website for no reason. More than 60 percent to 80 percent of potential customers abandon their shopping cart prematurely.
Also read: Stop Assuming: How to Collect Customer Feedback [10 Conversion Tips]
2. Find out what customers really think about your product or service
Qualitative feedback gives you more insights into what your customers think about your products and services. This is very important for certain departments within your company, such as product development. Thanks to customer feedback, you know what the customer wants and you can be almost certain that the final product meets the customer's wishes.
There are many companies that use customer experience to optimize processes and order funnels. It is not just about analyzing scores and trends. The real areas for improvement often lie in the open hospital email list comments. Understand the (dis)satisfaction of the customer, so that you can analyze the feedback in the right context.
How can you collect qualitative feedback?
You collect qualitative feedback in the open text fields in your feedback forms. These are often the follow-up questions, such as an explanation of a score. In these open text fields, customers can substantiate why they chose a certain score. In your feedback analyses, you can categorize the open comments by combining them with scores and other available information, such as browser type and device, but also via the URL (i.e. the pages to which the feedback relates).
CES after visit with follow-up (categorized questions/open questions)
Here we use the CES score in combination with open questions to gain more insight into the reason. Why does a customer give a certain score?
Quantitative or qualitative?
Setting up a feedback project is not a matter of choosing between quantitative and qualitative feedback. By collecting both quantitative and qualitative feedback from your customers, you have the best of both worlds. The numerical side gives you a basis for calculations and to gain insight into trends, the comments offer you the necessary depth to get to the root of problems on your website or app.
Below you can see the NPS after booking confirmation with follow-up from TUI.
1. Learn why customers abandon their shopping carts
This is important information for online retailers and e-commerce companies. It happens regularly that customers have all kinds of items in their digital shopping cart, only to leave the website for no reason. More than 60 percent to 80 percent of potential customers abandon their shopping cart prematurely.
Also read: Stop Assuming: How to Collect Customer Feedback [10 Conversion Tips]
2. Find out what customers really think about your product or service
Qualitative feedback gives you more insights into what your customers think about your products and services. This is very important for certain departments within your company, such as product development. Thanks to customer feedback, you know what the customer wants and you can be almost certain that the final product meets the customer's wishes.
There are many companies that use customer experience to optimize processes and order funnels. It is not just about analyzing scores and trends. The real areas for improvement often lie in the open hospital email list comments. Understand the (dis)satisfaction of the customer, so that you can analyze the feedback in the right context.
How can you collect qualitative feedback?
You collect qualitative feedback in the open text fields in your feedback forms. These are often the follow-up questions, such as an explanation of a score. In these open text fields, customers can substantiate why they chose a certain score. In your feedback analyses, you can categorize the open comments by combining them with scores and other available information, such as browser type and device, but also via the URL (i.e. the pages to which the feedback relates).
CES after visit with follow-up (categorized questions/open questions)
Here we use the CES score in combination with open questions to gain more insight into the reason. Why does a customer give a certain score?
Quantitative or qualitative?
Setting up a feedback project is not a matter of choosing between quantitative and qualitative feedback. By collecting both quantitative and qualitative feedback from your customers, you have the best of both worlds. The numerical side gives you a basis for calculations and to gain insight into trends, the comments offer you the necessary depth to get to the root of problems on your website or app.
Below you can see the NPS after booking confirmation with follow-up from TUI.