From the course: Using Customer Surveys to Improve Service
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Using analysis to gain insight
From the course: Using Customer Surveys to Improve Service
Using analysis to gain insight
- Once you design and deploy a customer service survey, the next and most important step is analysis. This is when we take a close look at the results to see if we can learn anything that will help us improve service. This video will focus on why analyzing your survey data is so important. The next few videos will give you more detailed instructions on how to do it. A good starting point is to define analysis. Many people confuse an analysis with a data presentation, but there's a big difference. Let's say you received an 85% rating on your Customer Satisfaction Survey. That means that 85% of the people who responded were satisfied with the service they received. A data presentation would involve merely sharing the score. Unfortunately, the score by itself won't tell you much. That's why you need to do an analysis. Analysis is the process of digging deeper into the data to find out why customers feel the way they do. What do they like about our service? What do they not like? What…
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