Maximising the business value of online customer reviews.
Online reviews are one of the richest sources of insight into how customers really feel about your organisation or business. However, often the sheer volume of reviews and time-pressures can make it almost impossible to generate meaningful insights – unless you have access to both the right analytical tools and human experience that can interpret the many nuances in language, and then convert this qualitative content into quantifiable and measurable results.
Metricomm uses a unique and statistically robust methodology for taking qualitative feedback and creating tangible performance metrics. We go way beyond the binary ‘positive’ vs ‘negative’
to reveal the emotions, intentions and opportunities presented in your customer reviews.
Our analysis focuses on:
The overall emotion relating to a brand, company or product
The development of issues relating to customer service, which impact perceptions and future purchase intention
The underlying causes of issues, which need to be fully understood to drive improvement
and capture ‘quick wins’
and capture ‘quick wins’
The factors driving strong satisfaction levels, which provide opportunities to build on best practices
It’s a myth that people only leave a review if they are unhappy with your product or service. In fact, online review content often reflects strong levels of satisfaction or a willingness to recommend.
A big advantage of online reviews is that they are often immediate – written when the customer experience is fresh in the mind. They are also unmediated, which means that customers are not responding to a series of questions or prompts. Instead, they can offer the feedback they want to give, about any aspect of dealing with your organisation.
The downside is that often reviews are neglected when trying to build a full picture of customer opinions. This means that organisations can’t react to the valuable content they contain. The sheer volume of reviews can make it almost impossible to generate meaningful insights. To do this effectively, it is essential to have the right tools for analysing the language used by customers. Then, this qualitative information must be translated into quantifiable results that can be measured consistently.
Metricomm uses proprietary data analysis tools to track and interpret customer response over time, using a unique and statistically robust methodology for taking qualitative feedback and creating tangible performance metrics.
Our analysis can be applied across a range of sectors to better understand customer motivation and the changes which can affect sales and reputation.
- Travel & Hospitality
- Retail
- Education
- Financial Services
- FMCG
- Telecommunications
- Sports & Leisure
- Broadcast and Procution
See how it works.
To discover more about how Metricomm Reviews Analysis can help your business monitor and respond to online customer comments, please get in touch:
M. +44 (0)7702 806365