CustomerVerse Sample Survey Results. Bob. E. Hayes,

Transcription

1 CustomerVerse Sample Survey Results Bob. E. Hayes,

2 What one word best describes prod/serv? Most commonly used words to describe prod/services: Innovative/Innovate, Reliable/Reliability Word cloud based on 944 respondents who answered the question, What one word best describes the company s products / services? Font size of words corresponds to the frequency of words used by customers. Larger words are used more frequently by customers than smaller words. Customers generally report positive words to describe the company s products/services 2

3 Percent of Respondents Customer Sentiment 77% of customers have positive sentiment 6% of customers have negative sentiment 52.0% 16.4% 25.0% 4.9% 1.6% Very Negative Sentiment - 0 through 2.5 Slightly Negative Sentiment through 4.5 Neutral Sentiment through 5.5 Slightly Positive Sentiment through 7.5 Very Positive Sentiment through 10 Customer Sentiment Index (CSI) is based on applying the B.O.B. lexicon to the responses to the question: What one word best describes the company s products/services? The lexicon uses a 0 (Negative Sentiment) to 10 (Positive Sentiment) scale to quantify customers words. CSI is based only on responses in English. 3

4 Customer Sentiment Customer Sentiment Customer Sentiment is stable at Customer Sentiment Index (CS) is based on applying the B.O.B. lexicon to the responses to the question: What one word best describes the company s products/services? The lexicon uses a 0 (Negative Sentiment) to 10 (Positive Sentiment) scale to quantify customers words. CSI is based only on responses in English. 4

5 Percent of Respondents What Improvements Would You Make? 30% 16% 15% Frequency distribution based on 598 respondents who answered the question, If you were in charge of the company, what improvements, if any, would you make? 8% 7% 6% 6% 5% 4% 4% 3% 3% 2% Data are based on 598 respondents who answered the following question: If you were in charge of company, what improvements, if any, would you make? Categories of improvement areas do not include nine categories because they were mentioned less than 2% of the times by the respondents. 5

6 Customer Sentiment Sentiment for Each Customer Touch Point 7.24 Consider these touch points (arrowed) as a starting point to make improvements; customers who mention these improvement areas report significantly lower sentiment than customers who do not mention these areas Data are based on 598 respondents who answered the following question: If you were in charge of company, what improvements, if any, would you make? Categories of improvement areas do not include nine categories because they were mentioned less than 2% of the time by the respondents. 6

7 About CustomerVerse and AnalyticsWeek 7

8 CustomerVerse 8

9 Apply Results Across the Company 1. Sales, Marketing & Service use popular words in sales/marketing efforts to improve how collateral resonates with them 2. Product Management use sentiment index in design thinking process to improve testing step 3. Operations identify business areas/processes that need attention and AnalyticsWeek 9

10 Why Use CustomerVerse? Obtain quick, cost-effective customer feedback that is reliable, valid and useful Hear from more of your customers Shorter surveys have higher response rates Improve customer experience around feedback process minimize customer effort by giving them an easy way to give feedback Use Customer Sentiment Index for further hypothesis testing customer segmentations, track changes in customer satisfaction over time and AnalyticsWeek 10

11 Who I am Scientist / Blogger Author Consultant 11

12 What I do Business Over Broadway Solve problems, primarily business problems, through the use of the scientific method Founder Using data and analytics to help make decisions that are based on fact, not hyperbole. AnalyticsWeek Help businesses optimize their data/analytics Chief Research Officer Improving talent/technology recruitment, facilitating deeper community engagement with the power of online/offline channels and advancing knowledge through research 12

13 Bob E. Hayes, Ph.D. Web: Blog: Twitter: 13