Using qualitative feedback to help you grow your business is essential. But, many companies need clarification about when to use qualitative feedback versus quantitative feedback.
Qualitative feedback data is non-numerical information that measures opinions and views from a personal perspective. It helps you discover the 'why' behind your quantitative results, such as NPS, CSAT, and customer effort scores.
It helps you identify customer needs
Customer feedback is essential for businesses and can help you identify what your customers want from your product. But while quantitative feedback is helpful, qualitative feedback is even more valuable. Qualitative feedback is non-numerical information that measures opinions and views from an individual perspective. It can be found in open-ended survey responses, emails, social media conversations, and more. This type of feedback helps you discover the 'why' behind your quantitative results and can lead to more detailed insights.
For example, if you have a low satisfaction score, qualitative feedback can reveal why. Your product must meet your customers' needs or help them use it. This information can help you create a more customer-centric product strategy.
Another benefit of qualitative feedback is that it can help you understand your customers better. Quantitative feedback often gives you answers as a yes or no or a like or dislike, but qualitative feedback can tell you why someone is responding the way they are.
For example, exit surveys (churn surveys) are commonly used to collect customer feedback on their experiences with a company. These surveys can reveal reasons customers leave that you may not have otherwise uncovered. Using qualitative data analysis tools such as MonkeyLearn or Aylien can help you identify themes in your customer feedback and make it easier to understand customers' thoughts and feelings.
It helps you create better products
Many companies rely on quantitative customer feedback to make decisions but may miss out on valuable insights that qualitative data offers. Qualitative feedback provides a deeper insight into your users' experiences and emotions. This can help you create a more user-centered design that addresses real needs.
The best way to collect qualitative data is through interviews, which can be time-consuming and costly. Some software tools can help you automate this process and save you time. These tools can include survey templates that let you ask open-ended questions and analyze the responses based on sentiment analysis or emotions.
Qualitative data can help you identify problems and improve your products and services. For example, if you notice that many of your customers are unhappy with a particular feature, it might be a good idea to change or remove it. This can help you increase customer satisfaction and sales.
Getting the proper qualitative customer feedback can help you create better products and services that will lead to success for your business. However, it is essential to remember that listening to your customers does not mean they are always right. It is up to you and your team to use the information that they provide and turn it into a successful product.
It helps you improve customer service
Qualitative customer feedback tools can help you identify customer issues and problems. Then, you can take steps to improve those aspects of your business that are causing these problems. This can lead to better customer service for your customers and a more successful business overall.
Quantitative feedback only tells you what people think of your product. Qualitative feedback helps you understand why they feel that way, which is essential when making changes to your product. You can use qualitative input in several ways, including surveys, interviews, and focus groups.
One of the best ways to collect qualitative feedback is through open-ended questions in your surveys. This allows customers to provide answers and give more detailed responses than simple "yes" or "no" answers. Text analytics can also analyze this feedback, which uses natural language processing to mine unstructured data for themes and keywords.
Choosing the right qualitative feedback tool for your business can be difficult. Still, finding a tool that will allow you to get accurate information and make informed decisions is essential. Many of the best qualitative feedback tools are cloud-based and will let you create custom forms to collect feedback from your website, products, or services. They also allow you to track all your input in a single place.
It helps you increase sales
Customer feedback provides valuable insights that can help you increase your sales. You can use this information to improve your products, services, and website to meet your customers' needs. This will allow you to build a more customer-centric business that is more likely to grow.
Qualitative customer feedback is non-numerical and can provide detailed insights into customers' opinions and views. This information can be found in open-ended survey responses, emails, social media conversations, or other unstructured data sources. Qualitative feedback can help you discover the 'why' behind your quantitative results, such as why a customer has given you a low satisfaction score.
Using qualitative feedback can also help you improve your product. For example, if a customer has requested a new feature in their response, you can use this information to create a roadmap for future features. This will ensure you deliver quality products and meet customers' needs.
In addition, qualitative feedback can be used to identify areas where your business is failing. This can help you fix issues quickly before they become widespread and can save you time and money. Customer feedback can also alert you to problems in your system and processes you may need to know about. This can help you prevent costly mistakes and increase customer loyalty.
