Best Ways to Analyze & Collect Customer Feedback

Are you tired of chasing your tail trying to figure out what your customers want? Do you wish you had a crystal ball that could predict their every need?

I have some good news for you.

The answer is much more straightforward than you might think – customer feedback. This is the best tool for understanding what drives customers to buy from you.

Collecting feedback helps you gain valuable insights into the minds and motivations of your customers. With this information, you can anticipate their needs and solve problems before they arise. Consequently, builds a loyal customer base that will keep returning for more.

However, collecting feedback can be challenging, so you must do it right. Don’t go asking irrelevant questions that lead nowhere. Instead, ask meaningful questions that help you improve your business and meet your goals. Also, use the correct method and tool.

This blog post will discuss the best tool to collect customer feedback.

Table of Content:

1. What is Customer Feedback?
2. Benefits of Collecting Customer Feedback
3. Best Questions to Ask For Collecting Customer Feedback
4. Best Tool to Collect Customer Feedback
5. How to Analyze Feedback Collected from Customer Feedback?
6. Wrap Up

But first…

What is Customer Feedback?

Customer feedback encompasses customers’ opinions, comments, and perspectives regarding their interactions with a product, service, or brand. You can gather it through surveys, reviews, social media, or direct engagement. Customer feedback holds immense value as it aids in understanding customer satisfaction levels and pinpointing improvement areas. Consequently, it informs strategic business decisions to enrich the overall customer experience.

Benefits of Collecting Customer Feedback

• Improved Customer Satisfaction

Customer feedback provides insights into customer preferences, expectations, and satisfaction levels. You can improve the overall customer experience by understanding their needs and concerns. Consequently, increases satisfaction and loyalty.

• Product and Service Improvement

Feedback highlights areas where products or services may fall short, or you can make enhancements. It helps identify and address shortcomings, refine features, and develop offerings that align with customer requirements.

• Competitive Advantage

Feedback can reveal insights into customers’ perceptions of your business compared to competitors. Leveraging this information allows you to differentiate yourself from the competition. This is by offering superior products, services, or experiences that meet or exceed customer expectations.

• Enhanced Decision-Making

Customer feedback provides valuable data for informed decision-making. It helps you prioritize areas for improvement, allocate resources effectively, and make strategic choices.

• Positive Reputation and Brand Image

When you listen to and respond to customer feedback, it showcases a customer-centric approach. This can lead to a positive reputation, word-of-mouth referrals, and an enhanced brand image, attracting new customers.

• Innovation and Differentiation

Customer feedback often sparks new ideas and innovation. You can develop unique solutions by understanding customers’ pain points and unmet needs. Consequently, differentiate yourself from competitors, and stay ahead in the market.

Best Questions to Ask For Collecting Customer Feedback

When collecting client feedback, asking the right questions to gather meaningful insights is essential. Here are some of the best questions to consider:

1. What motivated you to choose our product/service over competitors?
2. How would you rate your overall satisfaction with our product/service?
3. What are the most valuable features or aspects of our product/service?
4. In what ways has our product/service exceeded your expectations?
5. Are there areas where we can improve our product/service?
6. How likely will you recommend our product/service to others?
7. How would you describe your customer support experience with our company?

Best Tool to Collect Customer Feedback

Have you ever tried to collect customer feedback and ended up with a pile of irrelevant responses?

Fear not.

Google Forms is here to rescue you from the feedback abyss. With its easy-to-use interface and customizable features, you can create engaging and informative surveys. Plus, it enables you to add your branding and images. Thus, you can ensure your customers know who they’re talking to.

Let’s use an example to illustrate how you can collect customer feedback with Google Forms.

Suppose you want to open a hair salon; in that case, it becomes imperative to identify customers’ preferences. Consequently, you aim to create a customer feedback survey comprising the following questions.

• How important is the cleanliness of the hair salon to you?
• How important is the ambiance of the hair salon to you?
• How important is the professionalism of the hair salon staff to you?
• How important is the pricing of the services offered by the hair salon to you?

You can map the response scale below to get feedback for each question.

1. Extremely Unimportant
2. Unimportant
3. Not Sure
4. Important
5. Extremely Important

Follow these steps to create the survey in Google Forms;

• Log in to Google Forms using your Google account.
• Click the “Blank” button to create a new form.

• Select the type of question you want to use, such as multiple-choice, checkbox, or short answer.
• Type your Questions in the “Untitled Question” section. Write “Option 1” and choose “Add option” for more options.

• Click the “Send” button to share the form with the target audience.

• When you have collected sufficient responses, click the three vertical dots next to “Link to Sheets.”

• Select the option to download the responses as a.csv file.

How to Analyze Feedback Collected from Customer Feedback?

Does your customer feedback seem more like a jumbled mess of words than a valuable source of insight?

Worry less.

Analyzing customer feedback can be a breeze with the right tools and techniques.

And what better tool to use than ChartExpo for Excel? ChartExpo allows you to create insightful visualizations to make the gleaning of insights a walk in the park.

Benefits of ChartExpo

• With ChartExpo, you don’t need to be a tech whiz to create appealing visualizations. Adjust design elements like fonts and colors to customize your charts and graphs in Excel and Google Sheets.
• Are you tired of staring at dull spreadsheets? ChartExpo transforms boring data into insightful visualizations without requiring any coding skills.
• ChartExpo is a cost-effective data visualization solution with a free 7-day trial and a $10 monthly plan. You can access its powerful visualization features whenever you need them.

How to Install ChartExpo in Excel?

1. Open your Excel application.
2. Open the worksheet and click on the “Insert” menu.
3. You’ll see the “My Apps”.
4. In the office Add-ins window, click “Store” and search for ChartExpo on my Apps Store.
5. Click the “Add” button to install ChartExpo in your Excel.

ChartExpo charts are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.

Assume the feedback survey data has been organized into a table format, as shown below.

How important is the cleanliness of the hair salon to you?	How important is the ambiance of the hair salon to you?	How important is the professionalism of the hair salon staff to you?	How important is the pricing of the services offered by the hair salon to you?
Extremely Important	Important	Extremely Important	Not Sure
Important	Extremely Important	Not Sure	Important
Important	Extremely Unimportant	Unimportant	Extremely Important
Important	Extremely Important	Extremely Unimportant	Extremely Unimportant
Unimportant	Important	Unimportant	Not Sure
Extremely Important	Extremely Important	Extremely Important	Unimportant
Unimportant	Extremely Unimportant	Extremely Unimportant	Important
Unimportant	Important	Not Sure	Unimportant
Extremely Important	Important	Unimportant	Extremely Unimportant
Extremely Important	Not Sure	Unimportant	Extremely Important
Important	Unimportant	Important	Unimportant
Extremely Unimportant	Unimportant	Not Sure	Extremely Unimportant
Not Sure	Important	Unimportant	Important
Not Sure	Extremely Important	Important	Unimportant
Unimportant	Not Sure	Unimportant	Extremely Important
Not Sure	Extremely Unimportant	Extremely Unimportant	Extremely Unimportant
Extremely Important	Extremely Unimportant	Important	Not Sure
Unimportant	Not Sure	Extremely Important	Extremely Important
Unimportant	Extremely Unimportant	Extremely Unimportant	Extremely Important
Extremely Important	Unimportant	Unimportant	Extremely Important

This table contains example data. Expect many responses and questions in real life.

• To get started with ChartExpo, install ChartExpo in Excel.
• Now Click on My Apps from the INSERT menu.

• Choose ChartExpo from My Apps, then click Insert.

• Once it loads, choose the “Likert Scale Chart” from the charts list.

• Click the “Create Chart From Selection” button after selecting the data from the sheet, as shown.

• When you click the “Create Chart From Selection” button, you have to map responses with numbers manually. The Likert scale has this arrangement:

• • Extremely Unimportant = 1
  • Unimportant = 2
  • Not Sure = 3
  • Important = 4
  • Extremely Important = 5
• Once all is set, click the “Create Chart” button.

• ChartExpo will generate the visualization below for you.

• If you want to have the title of the chart, click on Edit Chart, as shown in the above image.
• To change the chart’s title, click the pencil icon that is available next to Chart Header.
• It will open the properties dialog. Under the Text section, you can add a heading in Line 1 and enable Show.
• Give the appropriate title of your chart and click the Apply button.

• Let’s say you want to add text responses instead of numbers against every emoji.
• Click the pencil icon next to the respective emoji. Expand the “Label” properties and write the required text. Then click the “Apply All” button.
• Click the “Save Changes” button to persist the changes.

• Your final chart will appear below.

Insights

• 50% of respondents revealed that cleanliness in a hair salon is crucial to them. 35% indicated that it is not significant.
• 45% said the salon’s ambiance is essential, while 40% disagreed.
• Regarding the staff’s professionalism, 30% deemed it necessary, but 55% didn’t view it as essential.
• Regarding pricing, 45% of the respondents considered it an important factor, while 40% disagreed.
• Overall
  • 43% of the respondents thought the above factors were significant
  • while the same percentage thought otherwise.

FAQs

What is meant by customer feedback?

Customer feedback encompasses customers’ viewpoints and remarks regarding a product, service, or overall customer journey. It aids in understanding customer satisfaction, pinpointing improvement areas, and making informed decisions to elevate the customer experience.

Why should you collect customer feedback?

Collecting customer feedback is crucial for several reasons. It helps you gain insights into customer needs and preferences, identify strengths and weaknesses, and improve products or services. Consequently, enhance customer satisfaction, build customer loyalty, and stay competitive.

How do I collect customer feedback?

There are various methods to collect customer feedback, such as;

• Online surveys.
• Feedback forms on websites.
• Social media monitoring.
• Customer interviews and focus groups.
• Email or SMS surveys.
• Online review platforms.

Choose the method that suits your business and target audience best.

Wrap Up

Collecting customer feedback is an invaluable practice that provides a wealth of insights and opportunities for improvement. By leveraging various feedback collection methods, you can tap into the thoughts and opinions of your customers. This feedback serves as a powerful tool for;

• Understanding customer needs and preferences.
• Identifying areas of strength and weakness.
• Making informed decisions to enhance the overall customer experience.

There are numerous methods available for collecting customer feedback. They range from traditional approaches like surveys and interviews to modern techniques such as social media monitoring.

Choosing the most appropriate method depends on the nature of the business and the target audience.

Establish a systematic feedback collection process and analyze the data to make the most of customer feedback. ChartExpo is an exceptional tool that facilitates this. It enables the creation of compelling visualizations, simplifying data analysis and interpretation.

Harnessing the power of customer feedback empowers you to thrive in an ever-changing business landscape.