Is all your feedback in one place?
More feedback is being shared in more places than ever before. The ability to aggregate feedback data has become vital to business success.
Feedback is more than the variety of client and employee surveys. It comes from social media comments, client interviews, feedback forms, operational data and unsolicited verbal and email comments. Most of this feedback is unstructured – it doesn’t fit neatly into traditional databases. To keep everyone on the same page, firms are adopting a new approach to feedback aggregation.
Sources of feedback identified in our ‘Future of Client Listening’ industry survey, Q1 2021
The Pain of Disconnected Feedback
Across a typical firm, feedback data is collected and stored in different formats in different silos. For example, service lines often have their own preferred survey questions; outsourced feedback gets provided as pdfs, powerpoints and spreadsheets; public reviews sit on 3rd party sites; and unsolicited feedback lurks in notebooks and email inboxes.
Manually tracking down and combining all this data wastes valuable time and resources. An overhead few can afford, so little gets done.
The Impact: blindspots and false assumptions
Disconnected feedback leads to perception gaps. Different data sources lead to different assumptions about client experiences. Firms need a better way to ensure their internal view matches their client’s reality.
Aggregate feedback in real-time
We believe you shouldn’t have to restrict how you listen to your clients. You should be ready to listen wherever and whenever they choose to share their experiences.
So MyCustomerLens automatically gathers up your different sources of feedback. Internal surveys, external research, interview transcripts and social media comments are all summarised in one place. For further context, overlay operational data like client revenues.
Benefit: align the whole business, so everyone stays on the same page
MyCustomerLens makes it easy to see the full picture of client experiences. In one place, everyone can see what clients experience now, and what they need next. Not only does this keep all your decision-makers on the same page, but it also frees up your employees’ valuable time.
Solution
MyCustomerLens aggregates all your client-related feedback and summarises it in real-time.
This frees up your valuable time and resources to make faster and more informed decisions.
Analyse text comments across all feedback channels
“a great service that gets to the ‘sentiment’ of open text, whether that be from a survey or social media feeds”
David Monkhouse, Leisure-Net Solutions
Other Challenges
2020 accelerated digital transformation and made every firm part of the experience economy. In this new world, responding to change quickly is a competitive advantage. In seizing a competitive advantage, firms are having to address four connected challenges.