Why Response Analysis (Feedback Analysis) Should Matter to You

In the course of the previous three articles in this series on the Net Promoter Score (NPS), we have encompassed the definition, characteristics, and benefits of the NPS, the procedure to create the surveys and calculate the score, as well as why SurveyVista is your best choice to embark on your NPS journey.

 

At first, it may not be similar to what you might expect, since it is normal for all brands to get a lower NPS score after their first survey. However, instead of seeing it as a failure, this must be viewed as an opportunity for your brand or organization to chalk out the right course for your product or service to succeed and flourish in the market. All this is possible when you study each and every feedback provided by your customers, who are your ultimate assets. SurveyVista takes care of this aspect with a feature that is unique and significant to this platform - the Response Analysis (Feedback Analysis).

 

The Response Analysis has a specific task in every survey that is created by you, including NPS surveys. In an NPS use case set up by SurveyVista, the notification released upon the completion of the survey can be configured to be sent to an Account owner, a Contact, or any specific email ID. This allows them to go through the feedback on your product or service submitted by a survey participant. The procedure has been summarised in the following points:

 

  1. The survey participant, to whom the NPS survey has been assigned, provides his/her/their feedback regarding a specific product or service of the brand concerned
  2. As soon as the participant’s response is received, the Response Analysis notifies the response reviewer, i.e. the Survey Author or Survey Admins(s), to review the feedback provided by the participant. This notification is dispatched via the out of the box process, within which the Response Analysis URL will be provided to the concerned user to review the responses.
  3. The response reviewer will then go through the feedback in detail and provide a conclusive note as per the contents of the same (Examples such as Response Analysis Date, Response Analysis Notes, Root Cause Tagging a specific Team or Department - Which allows them to plan next action with the customer to convert them from Passives or Detractors to Promoters)
  4. The Response Analysis procedure is complete when the response reviewer or responsible team/department closes the feedback loop

 

What makes the Response Analysis a fundamental feature of SurveyVista as a 100% native Salesforce platform is the fact that each feedback is meticulously reviewed by a human user. In today’s world, where many market research platforms have designed algorithms to mechanically go through and study customers’ feedback, we at SurveyVista prefer to analyze each response manually. After all, it is the customer’s opinion that will reflect whether your brand or company’s reputation is deemed good in the eyes of the general consumers. To leave such an important responsibility to a mechanical entity only devalues a customer’s expectation from your organization. This is because an NPS® survey not merely reflects what the consumers think about you, but also mirrors what the customers demand from your brand. Most importantly, only a human being can comprehend another human’s concern. And this is how we can realize our flaws and improve ourselves bit by bit.

 

With this article, we conclude this blog series on the NPS and how your brand will benefit significantly from SurveyVista’s highly advanced survey analytics. Our progressive digital platform ensures quality reports and analyses with accuracy and perfection. What’s more, you can customize the default settings to receive your NPS survey reports in the way you want. Explore endless possibilities, with SurveyVista.

 

For more information on NPS, CSAT, CES, or any other survey use cases which you would like to implement for your company or organization, feel free to contact us.

 

*NPS is a registered trademark, and Net Promoter System are service marks of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.