Constant improvement is a byword for success for modern businesses. But finding out what actually needs improvement can be difficult.
Here’s how you can find your main pain points direct from your customers with Customer Monitor.
Step by step
Begin by navigating to Key Improvements through the navigation sidebar. You will be presented with a screen similar to the one below.
To find out where your business needs to improve, you need to pay attention to two main areas: the word cloud and the key improvements table. Both of these areas group the responses from the key improvement question of your NPS survey.
NB: this is distinct from the All Comments and the Emerging Themes section, which groups the responses from the reason for the score question from your NPS survey.
The Word Cloud
This cloud contains all the most significant themes used in the responses to the improvements question in your NPS survey. The larger the theme, the more often it is referenced.
Secondly, the comments table gives you more detail on the specifics of the improvement commentary. This table tells you the:
- Respondent name,
- Contact details,
- Latest NPS score, and,
- The full text of the comment.
NB that these are generally only drawn from detractors and passives, not promoters.
In the above example, you can see that “claim” is a particularly strong theme. This means that a lot of people have referenced it in response to where you can improve. You may want to investigate this further.
To do so, click the word you are interested in or search for it in the Filtered Word box. This will make several changes to the section. You will see:
- A new, smaller word cloud,
- A trends graph, and,
- A filtered comments table.
The secondary word cloud
The new smaller word cloud represents all the other themes that have been used in the same comment as your selected searched word. Comments that have the theme “claim” also have the themes “call” and “fault”. You can then select a term in this secondary word cloud, and the metrics will adapt to include this theme instead of your primary. This may provide insights into the context of the improvements that need to be made.
The trends graph
The trends graph shows the frequency of this theme being used over a period of time. You may find that a particular theme suddenly starts appearing more frequently at particular times of the year, or just after a new service/product rollout, or after a new hire, and so on.
The comments table
Finally, the new filtered comments table has been reduced to only include those who have mentioned the theme selected. This gives you more detail on the nature of the improvement suggested, as well as who said it, when, and their relative NPS score.
Once you have found your key improvements and implement an action plan to deal with them, you can use the Key Improvements area to help monitor your success. Use this guide as a starting point.
If you would like to get more data, you can also download the data using the export options. This will allow you to do your own analysis, or share your findings with collaborators that may not have access to Customer Monitor.
You may also want to segment your data as well, to get more detail on your most valuable/risky customer segments and focus on what they need from you in particular.