登录查看更多内容

You’re struggling to track customer satisfaction. What analytics tools should you use?

由人工智能和领英社区提供技术支持

Customer satisfaction is a key indicator of how well your customer service team is performing and how loyal your customers are. But how do you measure it effectively and use the data to improve your service quality? In this article, we'll explore some of the best analytics tools that can help you track customer satisfaction and gain insights into your customers' needs, preferences, and feedback.

此文章中的业界达人

由社区从 121 条内容中精选。了解更多

Sherif Sabry

?? LinkedIn Top 1% Customer Service Voice and Expert | B2B Marketing and Sales Professional Manager | Chemicals Import…
Ahmad Deeb

University Lecturer @ University of Balamand | Lead Business Solutions @ Zoho Corp
Haider Jung

?? Field Dispatch Coordinator | ?? Streamlining Field Service Operations | ??? Recruiting Top Tech Talent | ?? Managing…

1 Customer satisfaction surveys

Assessing customer satisfaction can be done in a straightforward manner by asking customers directly. Customer satisfaction surveys are short, specific questions that can be sent after an interaction, purchase, or certain period of time. They can help you determine how content customers are with products, services, features, support, and overall experience. Different types of survey questions, such as rating scales, yes/no, multiple choice, or open-ended can be used to collect feedback and measure customer satisfaction metrics such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). There are various online tools available to create and distribute customer satisfaction surveys, as well as analyze the results and identify areas for improvement. These tools include SurveyMonkey, Typeform, Qualtrics, and Google Forms.

添加您的观点

Sherif Sabry

?? LinkedIn Top 1% Customer Service Voice and Expert | B2B Marketing and Sales Professional Manager | Chemicals Import and Export Specialist (MEA)
举报内容
There are several innovative analytics tools that can help your company track customer satisfaction in new and effective ways. Here are a few options to consider: ?? Sentiment Analysis Tools ?? Customer Feedback Analytics Platforms ?? Customer Experience (CX) Analytics Platforms ?? Predictive Analytics Solutions ?? Voice of the Customer (VoC) Analytics Tools ?? Customer Journey Analytics Platforms ?? Real-time Customer Experience Monitoring By leveraging these new and innovative analytics tools, your company can gain deeper, more actionable insights into customer satisfaction, enabling you to make data-driven decisions to enhance the overall customer experience and drive long-term satisfaction and loyalty. #DataDrivenDecisions

已翻译

赞
Ahmad Deeb

University Lecturer @ University of Balamand | Lead Business Solutions @ Zoho Corp
举报内容
Choose a brief and focused survey, ensuring it is shared with customers during convenient times, such as evenings or weekend noons.

已翻译

赞
Estev?o Reis

Gestor de demanda l Rela??es médicas |Consultor técnico | Gestor Comercial | Vendas | Comercial | Gerente Distrital
(已编辑)
举报内容
No negócio em que atuo, perguntar pessoalmente ao cliente, sobre seu nível de satisfa??o com determinado produto, faz com que tenhamos uma percep??o real do seu nivel de intera??o com oque foi proposto/vendido. Nesse momento, também é possivel contornar pequenas obje??es que possam surgir num pós venda.

已翻译

赞
Yassine BEN EZZEDINE

Directeur Commercial & Développement Chez TAWASOL GROUP HOLDING
举报内容
Customer satisfaction is a crucial element for any business looking to thrive in a competitive market. However, it can sometimes be challenging to effectively track and measure this satisfaction. Fortunately, there is now a range of analysis tools available that can help you understand your customers' needs and sentiments. In this article, we'll explore some of these tools and how they can be used to enhance customer satisfaction. 1. Online Surveys and Questionnaires 2. Social Media Analysis 3. Online Comment and Review Analysis 4. CRM Data Analysis 5. Net Promoter Score (NPS)

已翻译

赞
Amal Alsayar, MBA

Customer Service Manager | Driving Exceptional Client Experience | Team Leadership & Process Optimization | Conflict Resolution Expert | Customer Retention | Performance Metrics | MBA
举报内容
Create and distribute online surveys or feedback forms to collect customer feedback. Tools like SurveyMonkey, Google Forms, or SurveyGizmo can help you design and distribute surveys. Analyze responses to gauge customer satisfaction.

已翻译

赞

加载更多内容

2 Customer feedback platforms

Tracking customer satisfaction can be done by collecting and managing customer feedback from various sources, such as social media, reviews, emails, chats, calls, or forums. To do this efficiently, customer feedback platforms are software tools that can help monitor, aggregate, and organize feedback from different channels and platforms. These platforms can be used to track customer sentiment and emotions using natural language processing and text analysis, identify common themes and keywords with text categorization and topic modeling, measure customer satisfaction trends over time with sentiment analysis and time series analysis, prioritize feedback based on urgency, relevance, and impact with feedback scoring and ranking, and respond to customer feedback to close the feedback loop with feedback management and communication features. Popular customer feedback platforms include Zendesk, HubSpot, Delighted, or UserVoice. Additionally, these platforms can integrate customer feedback with other data sources such as CRM, analytics, or marketing tools.

添加您的观点

Haider Jung

?? Field Dispatch Coordinator | ?? Streamlining Field Service Operations | ??? Recruiting Top Tech Talent | ?? Managing IT Tasks & Projects with Precision | ?? 4+ Years Expertise in Driving Success
举报内容
Leverage dedicated customer feedback platforms like Trustpilot, Zendesk, or UserVoice. These tools offer insights to enhance satisfaction based on direct user input.

已翻译

赞
NELSON WANDERI MACHARIA

Economist, Researcher, Statistician, HR enthusiast, Peer Counselor and Writer at EconoChronicles.
举报内容
The article discusses tracking customer satisfaction through feedback platforms. These tools use natural language processing to analyze sentiments, categorize themes and prioritize feedback. Popular platforms may include but not limited to this(my findings) Zendesk, HubSpot, Delighted and UserVoice.

已翻译

赞
ERIC KAMWANA

Sanitation Supervisor at Dyncorp International
举报内容
Through chats,emails,calls,social media and customer feedback platforms. Categorically filter by urgency,relevance,impact and time.

已翻译

赞
Sony Thomas Mathew

Associate Admin Officer @ Bangalore Baptist | Hospital Administration, Hospital Operations
举报内容
In my opinion; 1. SurveyMonkey Allows you to create and distribute surveys to gather feedback from customers. 2. Google Forms: Similar to SurveyMonkey, it's free and easy to use for creating surveys. 3. Qualtrics: Offers advanced survey capabilities and analytics for in-depth customer feedback analysis. 4. Zendesk: Provides customer service software with built-in customer satisfaction survey features. 5. HubSpot: Offers customer relationship management (CRM) software with survey capabilities to track customer satisfaction. 6. Medallia: Specializes in customer experience management, offering tools for collecting and analyzing customer feedback. 7. NPS (Net Promoter Score) Tools: Platforms like Delighted or Promoter.

已翻译

赞
Aldo Borges

Gest?o Financeira | Estratégia corporativa e negócios | Inteligência de negócios | Gest?o ágil
举报内容
O NPS é uma metodologia usada para medir a satisfa??o geral do cliente. é simples e confiável. Customer Effort Score (CES) é uma metodologia que mede o esfor?o do consumidor durante as suas intera??es com a marca. O CSAT (Customer Satisfaction Score) é uma medida direta da satisfa??o do cliente com produtos ou servi?os. Questionários personalizados podem ser usados para coletar feedback direto dos clientes. As avalia??es online podem fornecer insights valiosos sobre a satisfa??o do cliente. O feedback do cliente pode ser coletado via SMS, especialmente em mercados onde o uso de smartphones é alto. Ferramentas de análise de dados podem ajudar a identificar tendências e padr?es no comportamento do cliente.

已翻译

赞

加载更多内容

3 Customer service analytics tools

Analyzing the performance and quality of your customer service team and processes is another way to track customer satisfaction. Software tools like Freshdesk, Salesforce, Zoho Desk, or Power BI can help you measure customer service metrics, such as response time, resolution time, first contact resolution, customer retention, churn, and revenue. These tools enable you to monitor and visualize data through dashboards and reports. Additionally, you can benchmark and compare your customer service performance with industry standards and best practices using scorecards. Root cause analysis and problem-solving techniques can be used to identify and diagnose issues. Process mining and automation features can help optimize and enhance customer service processes. Feedback and learning features are also available for training and coaching your customer service team. Furthermore, these tools enable you to connect your customer service data with other sources such as surveys or feedback. Tracking customer satisfaction is an ongoing process that requires the right tools and strategies; by using the analytics tools mentioned in this article, you can collect, manage, and analyze customer satisfaction data to improve quality and loyalty.

添加您的观点

melusi mahlangu

Call Center Agent at World Sport Betting
举报内容
Analyzing the performance and quality of your customer service team and processes is another way to track customer satisfaction. Software tools like Freshdesk, Salesforce, Zoho Desk, or Power BI can help you measure customer service metrics, such as response time, resolution time, first contact resolution, customer retention, churn, and revenue. These tools enable you to monitor and visualize data through dashboards and reports. Additionally, you can benchmark and compare your customer service performance with industry standards and best practices using scorecards. Root cause analysis and problem-solving techniques can be used to identify and diagnose issues.

已翻译

赞
Renata Araujo

Analista de Atendimento e Psicóloga Clínica e Organizacional, com experiência em apoiar o desenvolvimento de pessoas e equipes.
举报内容
Salesforce, trazendo tempo de resposta e resolu??o aos clientes, permitindo monitorar e visualizar o desempenho do atendimento.

已翻译

赞
NELSON WANDERI MACHARIA

Economist, Researcher, Statistician, HR enthusiast, Peer Counselor and Writer at EconoChronicles.
举报内容
The article had emphasized analysis through customer service performance with tools like Freshdesk, Salesforce, Zoho Desk and Power BI. These tools offer dashboards, reports, benchmarking and problem-solving features. Process mining and automation can help with enhancing service processes while feedback and learning will aid team training. Lastly integration of the tools with surveys can/may help ensure comprehensive data analysis for continuous improvement in customer satisfaction.

已翻译

赞
Abdellah Imaouchen

Sous-directeur Finances et Gestion Des Actifs
举报内容
C'est important d'utiliser ces outils qui permettent de bien savoir le degré de qualité des services offerts aux clients et le degré de satisfaction.

已翻译

赞
Sadith Cáceres Hardy

Ventas | Publicidad | Servicio al Cliente
举报内容
Utilizar la herramienta adecuada de medición es muy importante y dependerá en gran medida de que exactamente se quiere medir. También es importante un plan integral que incluya las acciones a tomar con los resultados.

已翻译

赞

加载更多内容

4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Haider Jung

?? Field Dispatch Coordinator | ?? Streamlining Field Service Operations | ??? Recruiting Top Tech Talent | ?? Managing IT Tasks & Projects with Precision | ?? 4+ Years Expertise in Driving Success
举报内容
Consider integrating sentiment analysis tools like Brandwatch or Clarabridge to gauge customer sentiment beyond surveys. Social media listening tools such as Hootsuite can capture broader feedback for a comprehensive view of customer satisfaction.

已翻译

赞
Sadith Cáceres Hardy

Ventas | Publicidad | Servicio al Cliente
举报内容
Siempre entender la importancia de un buen servicio al cliente y un buen producto. Escuchar a los clientes y hacer ajustes a los procesos y productos para satisfacer la necesidad del público meta es la clave para el éxito y perdurabilidad de un negocio.

已翻译

赞
Shellane Dolor

"Adaptable Banking Pro | Expert in Service, Transactions, Marketing | Virtual Assistance, Bookkeeping, Payroll | Proficient in QuickBooks, Canva, MS Office | Committed to Bank Operations & Growth."
举报内容
1.??????Net Promoter Score (NPS): ·????????Measure overall satisfaction and likelihood of recommendations. 2.??????Customer Satisfaction Score (CSAT): ·????????Gauge satisfaction based on specific interactions or transactions. 3.??????Social Media Listening Tools: ·????????Monitor social platforms for sentiment analysis and feedback. 4.??????Customer Feedback Surveys: ·????????Utilize surveys for detailed insights and actionable feedback. 5.??????User Engagement Analytics: ·????????Track user behavior on platforms to understand satisfaction.

已翻译

赞
Ana Meirinho

Administra??o de Servi?os
举报内容
Sem dúvida alguma, a empatia pode ser de grande ajuda no atendimento ao cliente. Muitas vezes ele vem com algo que acredita ser complicado, difícil de resolver, e nós, como especialistas em atendimento, nos cabe dar aten??o, nos colocar no lugar do outro e perceber no que podemos auxilia-lo . Na minha opini?o, a “empatia” é uma ferramenta insubstituível.

已翻译

赞
Raheela Sabah

Customer Services Assistant | Social Media Manager | Wordpress Developer | Graphic Designer | Video Editing | Digital Nomads|
举报内容
Consider using customer satisfaction tools like SurveyMonkey, Qualtrics, or Zendesk to effectively track and analyze customer feedback. These platforms provide robust analytics features tailored for assessing customer satisfaction.

已翻译

赞

加载更多内容

Customer Service

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

You’re struggling to track customer satisfaction. What analytics tools should you use?

1

2

3

4

1 Customer satisfaction surveys

2 Customer feedback platforms

3 Customer service analytics tools

4 Here’s what else to consider

Customer Service

给文章评分

感谢您的反馈

更多Customer Service相关文章

更多相关阅读内容

You’re struggling to track customer satisfaction. What analytics tools should you use?

1

2

3

4

1 Customer satisfaction surveys

2 Customer feedback platforms

3 Customer service analytics tools

4 Here’s what else to consider

Customer Service

给文章评分

感谢您的反馈

查看其他技能