What are the best market research platforms for tracking customer satisfaction over time?

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Survey Monkey, Qualtrics, and Medalia are 3 platforms for tracking customer satisfaction. Survey Monkey is easy to use, provides handy templates, and works well for do it yourself researchers. Qualtrics offers advanced analytics and reporting. Given its longer learning curve and relatively high cost for smaller organizations, it is less appropriate for a do it yourself researcher. Medalia specializes in omnichannel customer experience management. It is able to analyze open end responses and uncover trends. Medalia integrates with customer experience and support platforms to enable omnichannel feedback gathering and analysis. All three platforms integrate with with CRMs like Salesforce and Hubspot, and communication tools like Slack.

To track customer satisfaction over time, consider using platforms like SurveyMonkey and Qualtrics for their customizable surveys and advanced analytics. Google Forms offers a free, user-friendly option, while Type form engages users with interactive designs.

The best market research platform for tracking customer satisfaction over time is Forsta. With two paths through Forsta Surveys or Forsta Plus, depending on particular preference, there are a host of tools available to assist in brand tracking research.

The power of a market research platform often lies in its analytical capabilities. You want a platform that not only collects data but also provides comprehensive analysis tools. These should include trend identification, sentiment analysis, and the ability to segment data based on various demographic or behavioral criteria. This way, you can track how customer satisfaction changes over time and identify the factors that influence these shifts. By leveraging these analytical features, you can gain deeper insights into customer behavior, enabling you to make more informed business decisions and enhance overall customer satisfaction.

Analytical features in market research platforms are game-changers. Having founded Decipher and, most recently teaching MBA students, I've emphasized tools with trend identification and sentiment analysis. One alumna launched a high-growth startup, using these features to pivot quickly based on customer feedback, ultimately doubling their market share.

There are three types of analytics critical to tracking customer satisfaction over time. 1) Text analytics of open-end comments about why they gave ratings including coding and analyzing trends. 2) Journey mapping satisfaction to touchpoints and over time trend analysis. 3) Driver analysis building and refining good quant models that prove what is impacting top metrics like NPS, CSAT, PSAT, ongoing use, recommendations, and organic growth. Many CX and exec teams are too focused on those top metrics, but the diagnostics of what will impact them is even more important.

Integration capabilities can greatly enhance the efficiency of tracking customer satisfaction. A top-notch platform will integrate with your existing customer relationship management (CRM) systems, social media channels, and other business tools. This integration allows you to centralize data and view customer feedback within the context of their overall interactions with your company, providing a more holistic view of their satisfaction levels. By consolidating this data, you can streamline workflows, reduce data silos, and gain comprehensive insights into customer experiences, enabling more effective strategies to improve satisfaction and loyalty.

Integration with product/service usage telemetry is highly valuable, primarily because it grounds analysis in the actual features, frequency, and patterns of real world customer behaviors.

There are fewer markets than what people think where this idea is highly valuable. In many markets, such as enterprise solutions, you are better off doing deep full quant measurements twice per year or after major releases. It's better than spending so much time and effort to have instant / continuous data that remains superficial.

I'm with you on this one Dom. I think there should be a strong correlation between the frequency of the customer purchase decision and the frequency of satisfaction/relationship measurement.

Finally, consider the reporting flexibility of the platform. The ability to create custom reports and visualize data through charts, graphs, and dashboards is important for sharing insights with stakeholders across your organization. A good platform will allow you to tailor reports to the specific needs of different departments or teams, ensuring that everyone has the information they need to contribute to improving customer satisfaction. Customizable reporting features can help you present data in a clear, actionable format, facilitating better decision-making and strategic planning across your organization.

NPS (Net Promoter Score) is always a good way to track customer satisfaction, propensity to recommend the company or product and identify areas for improvement. You can track NPS over time and ask open-ended follow-up questions to get deeper insights.