How to Analyze Customer Service Feedback Survey in Excel?

If you’re anything like me, you love diving into a sea of data and emerging victorious. Yes, victorious with insights that can help your business improve its customer service.

And what better tool to use for this task than Microsoft Excel?

In this blog, we’ll explore how to analyze a customer service feedback survey in Excel. It may sound daunting at first but fear not. You can also become a data analysis wizard with a few simple Excel tricks and some creativity.

But why bother with customer feedback in the first place?

As any savvy business owner will tell you, customer feedback is the lifeblood of any successful enterprise. By analyzing customer feedback surveys, you can gain invaluable insights into the following;

• What customers like and don’t like.
• How you can improve your products and services.

By the end of this discussion, you’ll be able to analyze customer feedback surveys like a pro. Then use your newfound knowledge to improve your customer service.

In this blog, you will learn:

Table of Content:

1. What is a Customer Service Feedback Survey?
2. Customer Service Feedback Questions to Use in Your Next Survey
3. How to Create a Customer Service Feedback Survey in Google Forms?
4. How to Create Charts to Analyze Customer Service Feedback Survey Data in Excel?
5. Wrap Up

What is a Customer Service Feedback Survey?

A Customer Service Feedback Survey is the voice of customers. An oracle that reveals the secrets of their hearts and minds. It is a powerful tool that helps businesses to understand their customers’ needs and preferences and identify improvement areas. Consequently, optimize their processes to deliver exceptional customer experience.

The survey typically contains questions about the following;

• Customer experience.
• The quality of customer service.
• Overall customer satisfaction.

You can conduct it at various customer touchpoints. For instance, after a purchase, customer support interaction, or service delivery.

Customer Service Feedback Questions to Use in Your Next Survey

It is crucial to ask pertinent questions for useful customer service feedback survey responses. Consider the following questions while creating your next survey to elicit customer feedback:

1. How satisfied are you with the overall experience?
2. How likely are you to recommend our company to others?
3. Did our service or product live up to your expectations?
4. Were our goods or services delivered on time?
5. How helpful were our customer service representatives?
6. Did you encounter any issues during the checkout process?
7. How easy was it to navigate our website?
8. Is there anything we can change to make your experience better?

How to Create a Customer Service Feedback Survey in Google Forms?

Let’s say you want to conduct a customer feedback survey. Now the question is what is the best way to get customer feedback? The answer is Google Forms.

Now, you want to create a survey in Google Forms with the following customer feedback survey questions.

• How satisfied were you with the cleanliness of your room?
• How satisfied were you with the comfort of your bed?
• How satisfied were you with the level of noise in your room?
• How satisfied were you with the quality of the food at the hotel restaurant?

Furthermore, you want to map the scale below with these questions.

1. Extremely Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Extremely Satisfied

Follow these steps to create a Google Forms survey:

• Sign in to Google Forms with your Google account.
• Click the “Blank” button to open a new form.

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

• Click the “Send” button to distribute the form to the intended audience.

• Click the three vertical dots to the next “Link to Sheets”.

• In the dropdown box, select the option to download the responses as a.csv file.

How to Create Charts to Analyze Customer Service Feedback Survey Data in Excel?

Customer feedback is more crucial than ever in today’s hyper-competitive business environment. Listening to your customers and acting on their feedback can make the difference between success and failure.

But how do you transform bare facts into insightful revelations? Data visualization holds the solution. You can easily identify trends, patterns, and outliers that are challenging to see in a spreadsheet.

ChartExpo for Excel allows you to create insightful charts to help you understand your customers. Consequently, make informed decisions that will improve your customer experience.

Benefits of Using ChartExpo

• With ChartExpo’s user-friendly interface, you can create insightful visualizations without requiring any coding skills. This feature makes ChartExpo a perfect fit for beginners and professionals alike.
• You may add your flair to your visualizations with ChartExpo’s customization options. You can change elements like the layout, fonts, and labels to match your business’s tastes or style.
• ChartExpo is a cost-effective data visualization platform with a reasonably priced subscription plan. It offers a $10 monthly plan, ideal for businesses and individuals on a tight budget.

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 “My Apps” under this menu section. You can click on it.
4. Office Add-ins window will appear, click on the “Store” link and search for ChartExpo on “My Apps Store.”
5. Once you have found it, select it and click the “Add” button to install ChartExpo in your Excel.

ChartExpo allows you to create charts in both Google Sheets and Microsoft Excel. Please use the following CTAs to install ChartExpo. Then start creating insightful visualizations using your favorite tool in just a few clicks.

Assume your survey yields the results below.

Timestamp	How satisfied were you with the cleanliness of your room?	How satisfied were you with the comfort of your bed?	How satisfied were you with the level of noise in your room?	How satisfied were you with the quality of the food at the hotel restaurant?
10-13-2023 17:47:33	Extremely Satisfied	Dissatisfied	Neutral	Satisfied
10-13-2023 17:47:33	Extremely Satisfied	Neutral	Extremely Satisfied	Neutral
10-13-2023 17:47:33	Neutral	Neutral	Extremely Dissatisfied	Extremely Satisfied
10-13-2023 17:47:33	Satisfied	Extremely Dissatisfied	Dissatisfied	Neutral
10-13-2023 17:47:33	Extremely Satisfied	Dissatisfied	Satisfied	Extremely Dissatisfied
10-13-2023 17:47:33	Satisfied	Dissatisfied	Satisfied	Neutral
10-13-2023 17:47:33	Extremely Dissatisfied	Neutral	Extremely Satisfied	Satisfied
10-13-2023 17:47:33	Neutral	Satisfied	Neutral	Neutral
10-13-2023 17:47:33	Extremely Dissatisfied	Extremely Satisfied	Extremely Satisfied	Satisfied
10-13-2023 17:47:33	Extremely Satisfied	Extremely Dissatisfied	Satisfied	Neutral
10-13-2023 17:47:33	Dissatisfied	Neutral	Extremely Satisfied	Extremely Dissatisfied
10-13-2023 17:47:34	Neutral	Neutral	Extremely Dissatisfied	Neutral
10-13-2023 17:47:35	Dissatisfied	Neutral	Extremely Satisfied	Dissatisfied
10-13-2023 17:47:36	Neutral	Extremely Satisfied	Satisfied	Extremely Dissatisfied
10-13-2023 17:47:37	Neutral	Extremely Satisfied	Dissatisfied	Extremely Satisfied
10-13-2023 17:47:38	Extremely Dissatisfied	Extremely Satisfied	Dissatisfied	Neutral
10-13-2023 17:47:39	Extremely Satisfied	Satisfied	Extremely Dissatisfied	Extremely Dissatisfied
10-13-2023 17:47:40	Dissatisfied	Dissatisfied	Satisfied	Neutral
10-13-2023 17:47:41	Satisfied	Dissatisfied	Extremely Satisfied	Dissatisfied
10-13-2023 17:47:42	Satisfied	Extremely Satisfied	Satisfied	Satisfied

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 Dissatisfied = 1
  • Dissatisfied = 2
  • Neutral = 3
  • Satisfied = 4
  • Extremely Satisfied = 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 title of the chart, click on the pencil icon that is available very next to Chart Header.
• It will open the properties dialog. Under the Text section, you can add a heading in Line 1 and enable the Show Give the appropriate title of your chart and click on 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.

• The final chart will look as below.

Insights

• 45% of customers were satisfied with the room’s cleanliness, 30% were dissatisfied, and 25% had no opinion.
• For bed comfort, 35% are satisfied, and 35% are dissatisfied.
• Regarding noise level, 60% are satisfied, and 30% are dissatisfied.
• As for the checkout process, 30% are satisfied, and 30% are dissatisfied.
• Overall;
  • 43% of the customers expressed satisfaction with the hotel services, of which 23% were extremely satisfied.
  • 31% expressed dissatisfaction, out of which 15% were extremely dissatisfied.
  • 26% maintained neutrality.

FAQs:

What is a customer service feedback survey?

A customer service feedback survey gathers customer information about their experience with products or services. The feedback collected can be used to identify areas for improvement and recognize outstanding performance.

What questions should I ask for customer service feedback?

To gather effective customer feedback, you should ask questions that measure customer satisfaction, loyalty, and overall experience. The questions can be open-ended or multiple-choice, and examples include:

• How often do you use our product/service?
• What do you like best about the product/service?

What are some good customer service survey questions?

Here are examples of effective survey questions:

• How satisfied were you with the overall customer service experience?
• How often do you use the product/service?
• Was your issue resolved on time?
• Were you satisfied with the outcome of the interaction?

How do I analyze customer service feedback survey data in Excel?

Use visualizations to analyze customer service feedback survey data in Excel. Charts and graphs make it easier to identify patterns, trends, and areas requiring further attention. Visualizations also inform data-driven decision-making on improving the overall customer experience.

Wrap Up

The role of customer service is evolving. Engagement with customers is more crucial than ever before. Therefore, you have a responsibility to promptly and exhaustively respond to all customer inquiries.

Implementing a customer service feedback survey is ideal for fostering a customer-centric approach. This method can assist in engaging customers and pinpointing areas necessitating improvement. It also provides an excellent opportunity to collect and analyze data to guide your business decisions and direction.

With the right tools, you can analyze customer service feedback surveys. Consequently, make informed decisions to improve your company’s overall customer experience.

The best part?

You can do all this in Excel with ChartExpo with the few simple steps we have outlined.

You have the knowledge on how to develop and analyze a customer feedback survey. Go ahead and put it to good use and improve your business’s overall customer service.