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Customer feedback analysis: Overview, steps, + template
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data-nmw-id="pages.Blog.BlogMainContent"><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 eSGwgQ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB sc-ca1478c-0 ddSPwE"><a href="/sg/blog/tags/article/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 hPvZoB" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="16" 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1.122zm6.399.116c-.91.043-1.849.204-2.788.495a.893.893 0 0 1-1.127-.598.925.925 0 0 1 .607-1.151 12.7 12.7 0 0 1 3.236-.568c.549-.059.925.364.939.874s-.376.932-.867.947zm0-2.913c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.9.9 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.7 12.7 0 0 1 3.236-.568c.549-.029.925.364.939.874s-.376.933-.867.947m0-2.914c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.9.9 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.7 12.7 0 0 1 3.236-.568c.549-.043.925.365.939.874s-.376.933-.867.947"></path></svg>Article</span></a> <!-- --> </h2><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Customer feedback analysis: Overview, steps, + template</h1><p class="Textstyle__TextRoot-sc-c9um69-0 jtzLSQ">Discover actionable steps and practical tips to improve your customer feedback analysis. Use our free template to make the process easier.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Last updated October 1, 2024</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"></div><div class="sc-b4fd687b-9 fqoGvv"><a target="_blank" rel="noopener noreferrer" href="https://docs.google.com/spreadsheets/d/1oSzjO4mA5mLEwWInuH33j9zJM1izx4kpjcf9mJWNLvE/edit?usp=sharing" data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Download template<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" 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style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%271104%27%20height=%27552%27/%3e"/></span><img alt="A man waves through a hole in a pile of papers. " fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofmanpeeringthroughaholeinawall.png" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hmnTZa"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-b4fd687b-1 bEEqbX kjpIMx" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dATmVw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Think of your products and services as a garden and your team members as dedicated gardeners. <a href="/sg/blog/customer-feedback-hear-voice-customer/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Customer feedback</a> is the secret fertilizer that can transform your business from a patchy lawn into a lush, thriving oasis. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">But just like any good gardener knows, it’s not enough to simply collect this feedback and let it pile up like last season’s leaves. The real magic happens when you analyze and act on it. Learn how customer feedback analysis can create a cycle of continuous improvement that keeps your business blooming year-round. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>More in this guide:</strong></p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><a href="#What is customer feedback analysis?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What is customer feedback analysis?</a></li><li><a href="#Why is customer feedback analysis important?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Why is customer feedback analysis important?</a></li><li><a href="#What makes customer feedback analysis difficult?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What makes customer feedback analysis difficult?</a></li><li><a href="#How to analyze customer feedback" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">How to analyze customer feedback</a></li><li><a href="#Examples of customer feedback analysis" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Examples of customer feedback analysis</a></li><li><a href="#Types of customer feedback analysis tools" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Types of customer feedback analysis tools</a></li><li><a href="#Use Zendesk to streamline customer feedback analysis" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Use Zendesk to streamline customer feedback analysis</a></li></ul><h2 id="What is customer feedback analysis?" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is customer feedback analysis?<p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer feedback analysis is the process of systematically collecting, reviewing, and interpreting customer feedback about a product, service, or overall experience. This feedback comes in various forms, including surveys, reviews, social media comments, support tickets, and more. Businesses can gain valuable insights into <a href="/sg/blog/3-steps-achieving-customer-satisfaction-loyalty/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer satisfaction</a>, preferences, and pain points by analyzing this feedback. </p><h2 id="Why is customer feedback analysis important?" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Why is customer feedback analysis important?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Systematically examining what your customers are saying unlocks insights that can drive growth and give you a competitive edge. Let’s explore some of the key benefits that make customer feedback analysis an indispensable practice for any business:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Improve customer satisfaction and loyalty:</strong> Analyzing feedback can reveal opportunities to streamline processes, increase responsiveness, or make the overall <a href="/sg/blog/why-companies-should-invest-in-the-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer experience</a> more seamless. When customers feel their feedback is heard and acted upon, they are more likely to remain loyal and become brand advocates. This can increase retention, repeat business, and positive word of mouth.</li><li><strong>Enhance product and service offerings:</strong> Feedback can provide valuable insights into what customers like, dislike, or wish were different about a company’s offerings. This can inform product development, service enhancements, and other improvements. </li><li><strong>Enables proactive problem identification:</strong> Continuously monitoring customer feedback allows businesses to quickly spot emerging issues or dissatisfaction before they escalate. This gives them time to address problems before they severely impact <a href="/sg/blog/customer-retention/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer retention</a>.</li><li><strong>Make data-driven decisions:</strong> Customer feedback can either validate or challenge a business’s assumptions about its customers’ needs, preferences, and behaviors. By categorizing and aggregating customer feedback, businesses can identify recurring themes and pain points, allowing them to spot meaningful trends rather than relying on anecdotal evidence. </li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Making feedback analysis a core part of your operations improves your products or services and builds a customer-centric culture that fosters loyalty, drives innovation, and positions your business for long-term success.</p><h2 id="What makes customer feedback analysis difficult?" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What makes customer feedback analysis difficult?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While the benefits of customer feedback analysis are clear, implementing an effective analysis process can be challenging. Read along to learn more about some common hurdles and how to overcome them. </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Dealing with large volumes of feedback</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When a business is inundated with growing volumes of customer feedback from surveys, reviews, and support interactions, sifting through and extracting meaningful insights can be difficult. Manual analysis quickly becomes unscalable, leading to potentially valuable customer insights falling through the cracks.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">However, customer experience software with robust reporting tools can make this process far more manageable. These tools consolidate feedback from all channels into easy-to-read reporting dashboards, allowing you to track key metrics like customer satisfaction and sentiment. AI-powered insights, such as quality assurance (QA) tools, automatically review 100 percent of customer interactions, ensuring no critical feedback slips through the cracks.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Ensuring unbiased analysis</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Analyzing customer feedback can be challenging, as it requires interpreting and drawing insights from often subjective, emotionally charged comments. There is an inherent risk of introducing personal biases or interpretations that skew the findings. For example, an agent reviewing negative feedback may unconsciously downplay certain complaints due to an emotional investment in the company’s performance. Likewise, a product manager could inadvertently overlook valid concerns that do not align with their own perceptions or priorities.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This is where the objectivity of AI-powered customer feedback analysis tools can be invaluable. These systems can surface accurate, neutral takeaways from customer comments without the influence of human biases. The software can categorize feedback based on <a href="/sg/blog/customer-sentiment/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer sentiment</a>, identify recurring themes, and extract actionable insights—all while maintaining a consistent, data-driven approach. This allows businesses to make more informed, customer-centric decisions without the skewing effects of individual perspectives or preconceptions. </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Addressing feedback in a timely manner</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Addressing customer feedback in a timely manner is crucial for preserving relationships and maintaining trust. When customers take the time to provide input, they expect a prompt and meaningful response. Failing to acknowledge their concerns quickly can lead to feelings of frustration and neglect, ultimately damaging <a href="/sg/blog/customer-loyalty/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer loyalty</a>. However, manually triaging and responding to large volumes of feedback from various channels can be an overwhelming challenge for many businesses, resulting in delays that further exacerbate the problem.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Real-time QA tools use <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/service/analytics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">advanced analytics software <svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>to automatically identify urgent or high-risk feedback, such as expressions of churn intent or strongly negative sentiment. By surfacing these critical cases, the software empowers support teams to prioritize and address the most pressing concerns before they escalate. With the ability to rapidly identify and act upon customer feedback, businesses can demonstrate their commitment to service excellence and preserve valuable relationships. </p><h2 id="How to analyze customer feedback" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How to analyze customer feedback</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Analyzing customer feedback doesn’t have to be a daunting task—with the right approach, it can be a systematic process that yields valuable insights for your business. Whether you’re just starting or looking to refine your existing methods, these steps will guide you through turning raw feedback into actionable intelligence.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><img alt="A woman surrounded by paper airplanes stands next to a list of steps for analyzing feedback." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/alistofstepsforanalyzingcustomerfeedbackandillustration.png" width="100%"/> </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Collect feedback</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Before you can derive meaningful insights from customer feedback, you must first establish effective collection methods. This involves strategically implementing multiple feedback channels to capture diverse customer voices and experiences. Common methods include surveys (both in-app and email), support interactions, social media monitoring, product reviews, and customer feedback forms. Each channel offers unique perspectives and reaches different <a href="/sg/blog/customer-segmentation/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer segments</a>. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">However, feedback collection’s true power lies in gathering data and centralizing it for comprehensive analysis. Implementing a centralized feedback management system is crucial for gaining a holistic view of customer sentiment and experiences. This system should aggregate feedback from all channels into a single, easily accessible platform.</p><div class="accent-box accent-tofu"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Tip:</strong> Collect both qualitative and quantitative feedback for a comprehensive understanding of customer sentiment. </p></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><img alt="The best use cases for different channels in collecting customer feedback." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/infographicofbestusecasesfordifferentchannelsincollectingcustomerfeedback.png" width="100%"/> </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. Categorize feedback</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Effective categorization of customer feedback is crucial to efficiently analyze and act upon the insights you receive. A well-structured categorization system allows teams to quickly find relevant feedback, identify trends, and prioritize actions. Here’s how you can approach feedback categorization:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Establish a set of primary categories</strong> that align with key aspects of your business, such as products, <a href="/sg/blog/customer-service-skills/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service</a>, user experience, and pricing.</li><li>Within each primary category, <strong>create subcategories</strong> for more granular organization. For example, under “Product,” you might have subcategories for specific features.</li><li><strong>Use tags to add additional context</strong> or cross-reference feedback that spans multiple categories. This allows for more flexible searching and analysis.</li><li><strong>Categorize feedback based on sentiment</strong> (positive, negative, neutral) to quickly gauge overall customer satisfaction within each category.</li><li>Include a system to <strong>flag high-priority or urgent feedback </strong>that requires immediate attention.</li><li>Some feedback may fit into more than one category, so ensure your system <strong>allows for multiple classifications</strong> when necessary.</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A robust categorization system can help businesses transform raw feedback data into a structured, searchable knowledge base. This enables more efficient analysis, faster response times, and data-driven decision-making across the organization.</p><div class="accent-box accent-tofu"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Tip:</strong> Leverage automation and AI to automatically tag feedback from service interactions based on ticket content, reducing manual effort and making categorization easier. </p></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. Determine your key metrics</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Choose <a href="/sg/blog/customer-service-metrics-matter/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service metrics</a> that align with your specific business model and customer journey. Start by identifying your business goals and aligning metrics accordingly. Common metrics include:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong><a href="/sg/blog/nps-net-promoter-score/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Net Promoter Score® (NPS)</a>:</strong> Measures customer loyalty and likelihood to recommend.</li><li><strong><a href="/sg/blog/customer-satisfaction-score/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Customer satisfaction score (CSAT)</a>:</strong> Gauges overall satisfaction with a specific interaction or product.</li><li><strong><a href="/sg/blog/customer-effort-score/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Customer effort score (CES)</a>:</strong> Assesses how easy it is for customers to use your product or service.</li><li><strong>Retention rate:</strong> Tracks the percentage of customers who continue using your product or service over time.</li><li><strong><a href="/sg/blog/customer-churn-rate/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Churn rate</a>:</strong> Measures the percentage of customers who stop using your product or service.</li><li><strong>Customer sentiment:</strong> Measures the positive, negative, or neutral emotions expressed in customer feedback or interactions.</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ensure you have a mix of leading indicators (predictive of future performance) and lagging indicators (reflecting past performance). Remember, while these metrics provide valuable insights, you should analyze them with qualitative feedback to comprehensively understand customer sentiment and behavior.</p><div class="accent-box accent-tofu"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Tip:</strong> Set clear benchmarks and goals for each metric. For instance, you can set your NPS® benchmark at the industry average and gradually raise the target over time. </p></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. Identify trends and patterns</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Analyzing feedback data over time and across different customer segments can uncover recurring themes, emerging issues, and shifting customer preferences. This trend analysis allows businesses to:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Prioritize improvements:</strong> Rank issues based on the frequency and severity of customer complaints. Focus on addressing the most impactful problems first.</li><li><strong>Predict future needs:</strong> You can employ predictive analytics to forecast customer behavior based on historical data and monitor industry </li><li><strong>Identify root causes:</strong> Map the customer journey to identify <a href="/sg/blog/customer-pain-points/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer pain points</a>. Circle back to survey respondents to gather more details regarding specific issues to better understand them.</li><li><strong><a href="/sg/blog/measuring-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Measure its impact on CX</a>:</strong> Analyze the correlation between the feedback you receive and the KPIs you’re tracking. You can use that feedback to refine your metrics to align with customer priorities.</li><li><strong>Spot early warning signs:</strong> Monitor for sudden increases in specific types of feedback that could indicate developing problems. Use sentiment analysis tools and alert systems to automate the process and ensure you capture critical feedback. </li><li><strong>Inform strategic decisions:</strong> Use data-driven insights to guide product development, marketing strategies, resource allocation, and overall business direction.</li><li><strong>Improve customer experience:</strong> Continuously refine and enhance your <a href="/sg/blog/customer-journey-map/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer journey map</a> based on observed patterns. Communicate intended changes to your customers and explain how they will benefit. </li></ul><div class="accent-box accent-tofu"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Tip:</strong> Keep an eye on external events (e.g., economic changes, competitors’ actions) that might influence customer feedback.</p></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. Leverage the right tools</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To maximize the value of customer feedback, businesses must use cutting-edge tools that streamline the analysis process and uncover deeper insights. AI-powered QA tools, for instance, can rapidly process vast amounts of unstructured feedback data, identifying key themes, sentiments, and urgent issues that manual analysis might miss. These tools can automatically categorize feedback, flag high-priority items, and even predict potential churn risks based on sentiment patterns.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Real-time reporting dashboards and alerts are equally crucial, providing businesses with up-to-the-minute insights on customer sentiment and emerging trends. NLP algorithms can delve into the nuances of customer comments, extracting valuable context and subtext that might not be immediately apparent. Additionally, advanced data visualization tools can transform complex feedback data into easily digestible charts and graphs, making it simpler for organizational stakeholders to understand and act on <a href="/sg/blog/consumer-insights/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer insights</a>. </p><div class="accent-box accent-tofu"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Tip:</strong> Take advantage of a free trial to see how well the analysis tools perform and how easy they are to use.</p></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. Generate actionable strategies</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">It’s not enough to simply <a href="/sg/blog/how-to-get-customer-feedback/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">collect customer feedback</a> and let it sit in a file—the real value comes from turning that feedback into actionable insights. When you actively analyze and apply what customers are saying, you can identify key areas for improvement, spot emerging trends, and enhance your products or services based on real <a href="/sg/blog/customer-needs/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer needs</a>. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Share the insights and action plans with corresponding teams across the organization—for example, product development teams would receive feature requests. Most importantly, the feedback loop isn’t complete until the impact of these actions is measured. This might involve follow-up surveys or monitoring key performance indicators to assess whether the changes have positively affected customer satisfaction. </p><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm sc-4c913245-0 gNPEJq"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/ctaimageforcustomerfeedbackanalysistemplate.png"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Try our customer feedback analysis template</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Use this customizable template to easily categorize and analyze your feedback. </p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><div class="sc-b4fd687b-9 fqoGvv"><a data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Download now</a></div></div></div></div></div><h2 id="Examples of customer feedback analysis" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Examples of customer feedback analysis</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer feedback analysis can look different depending on your business’s industry and unique goals. Take a look at how these companies approach feedback analysis to get the most out of their data. </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">CityGo: Evaluating internal quality scores</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Mobility company <a href="/sg/customer/citygo/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">CityGo</a> values <a href="/sg/blog/customer-service-internal-quality-score/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">internal quality scores (IQS)</a> as its most important metric for measuring customer service performance. While other <a href="/sg/blog/10-customer-experience-kpis/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer experience KPIs</a> like CSAT and <a href="/sg/blog/first-reply-time/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">first reply time</a> are considered, IQS is regarded as the most reliable quality indicator. IQS evaluates performance based on internal guidelines, ensuring agents adhere to company standards and minimizing the influence of external factors, like frustration due to a product update.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By prioritizing IQS within <a href="/sg/service/quality-assurance/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk QA</a>, CityGo can proactively address issues by monitoring conversations and identifying potential problems. This allows them to take corrective actions, such as providing targeted training, to ensure consistent and clear communication. This approach has led to a 96 percent IQS.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Homebridge: Listening to social platforms</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Financial services provider <a href="/sg/customer/homebridge/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Homebridge</a> integrated its customer service software, Zendesk, with social platforms like TrustPilot and Facebook to create a comprehensive customer feedback loop. Connecting these sites allowed Homebridge to centralize interactions, listen to more customers, and identify emerging trends earlier than if the team had waited for customers to reach out directly. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This approach helps customers feel heard and enables Homebridge to proactively manage relationships with existing and potential customers, leading to a significant 158% return on investment.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Catapult: Automating ticket analysis</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Athletic performance tracker <a href="/sg/customer/catapult/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Catapult</a> struggled to prioritize its different customer tiers to give them their proper level of service. Through the Zendesk ticketing system, Catapult accessed the intelligent triage tool, which automatically flagged the ticket’s priority level and identified the customer’s sentiment. Automating the analysis allowed the team to dedicate more agents to resolving issues, decreasing first reply time by 50 percent. </p><h2 id="Types of customer feedback analysis tools" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Types of customer feedback analysis tools</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses need the right tools to collect and analyze data to effectively gain insights. Explore these critical tools that cover the various aspects of customer feedback:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>AI-powered quality assurance tools:</strong> These leverage machine learning and natural language processing to automatically analyze customer support interactions. They can identify urgent issues, detect trends, and surface actionable insights to prioritize and address feedback.</li><li><strong>Survey tools:</strong> Businesses use dedicated software to create, distribute, and analyze <a href="/sg/blog/are-customer-surveys-effective/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer surveys</a>. These tools integrate with your service software so you can deliver surveys over key channels and receive structured feedback to help identify areas for improvement.</li><li><strong>Social listening software:</strong> Applications that monitor social media, forums, and other online conversations to track mentions, sentiment, and trends related to a business and its products or services. In contrast to surveys that are scheduled at pre-defined times or in response to certain events, social listening is an ongoing process. </li><li><strong>Voice of the Customer (VoC) software:</strong> These tools aggregate feedback from multiple sources—like surveys, reviews, and support tickets—to give businesses a comprehensive, 360-degree view of customer sentiment and preferences.</li><li><strong>Data visualization tools:</strong> Solutions that transform raw customer feedback data into interactive charts, graphs, and dashboards to make insights more accessible and actionable for stakeholders.</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">From AI and surveys to social listening and data visualization, the right tools fill feedback gaps and streamline the analysis process.</p><h2 id="Use Zendesk to streamline customer feedback analysis" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Use Zendesk to streamline customer feedback analysis</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk makes customer feedback analysis easy. AI-powered agents can automatically send out surveys after customer interactions, ensuring timely feedback collection. QA tools harness AI to review every interaction. Real-time reporting dashboards display the most relevant data and historical trends, helping you quickly identify patterns and take immediate action. Zendesk also seamlessly integrates with popular survey software, allowing you to gather and analyze customer insights effortlessly. With these automated tools working together, we empower you to stay connected to customer needs and improve CX.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><em>Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.</em></p></h2></div></div></div></div></div></div></section></article><section class="Basestyle__BaseRoot-sc-3zktjg-1 dvTsIe"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm"><div 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employees. 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Use our free template to make the process easier.","blog-post-gated-enable":"1","blog-post-gated-img":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/ctaimageforcustomerfeedbackanalysistemplate.png","blog-post-gated-headline":"Try our customer feedback analysis template","blog-post-gated-subheadline":"Use this customizable template to easily categorize and analyze your feedback. ","last_modified_by":"rkennedy","_yoast_wpseo_focuskw":"Customer feedback analysis","_yoast_wpseo_linkdex":"80","_yoast_wpseo_content_score":"30","_yoast_wpseo_primary_filter_tag_blog":"7291","sfdc-campaign-id":"701PC00000ChUTuYAN","blog-post-has-form":"1","_encloseme":"1","_wp_old_slug":"customer-feedback-analysis-overview-steps-template","canonical":"https://www.zendesk.com/blog/customer-feedback-analysis/","seoTitle":"Customer feedback analysis: Overview, steps, + template","seoDescription":"Learn how customer feedback analysis can lead to greater loyalty and sales by improving the quality of your service.","seoImage":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofmanpeeringthroughaholeinawall.png","twitterImage":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofmanpeeringthroughaholeinawall.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","hub":null,"spokes":[],"breadcrumbs":[{"link":"/blog/tags/tools-and-media/","title":"Tools and media","id":10269},{"link":"/blog/tags/tools-and-templates/","title":"Tools and templates","id":10261},{"title":"Customer feedback analysis","link":""}],"path":"/blog/customer-feedback-analysis/","title":"Customer feedback analysis: Overview, steps, + template","publishedAt":"2024-10-01 03:34:31","updatedAt":"2024-10-01 06:10:20","updatedAtFormatted":"October 1, 2024","content":"\u003cp\u003eThink of your products and services as a garden and your team members as dedicated gardeners. \u003ca href=\"/blog/customer-feedback-hear-voice-customer/\"\u003eCustomer feedback\u003c/a\u003e is the secret fertilizer that can transform your business from a patchy lawn into a lush, thriving oasis. \u003c/p\u003e\n\u003cp\u003eBut just like any good gardener knows, it\u0026#8217;s not enough to simply collect this feedback and let it pile up like last season\u0026#8217;s leaves. The real magic happens when you analyze and act on it. Learn how customer feedback analysis can create a cycle of continuous improvement that keeps your business blooming year-round. \u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMore in this guide:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"#What is customer feedback analysis?\"\u003eWhat is customer feedback analysis?\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Why is customer feedback analysis important?\"\u003eWhy is customer feedback analysis important?\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#What makes customer feedback analysis difficult?\"\u003eWhat makes customer feedback analysis difficult?\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#How to analyze customer feedback\"\u003eHow to analyze customer feedback\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Examples of customer feedback analysis\"\u003eExamples of customer feedback analysis\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Types of customer feedback analysis tools\"\u003eTypes of customer feedback analysis tools\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Use Zendesk to streamline customer feedback analysis\"\u003eUse Zendesk to streamline customer feedback analysis\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"What is customer feedback analysis?\"\u003eWhat is customer feedback analysis?\u003c/h3\u003e\n\u003cp\u003eCustomer feedback analysis is the process of systematically collecting, reviewing, and interpreting customer feedback about a product, service, or overall experience. This feedback comes in various forms, including surveys, reviews, social media comments, support tickets, and more. Businesses can gain valuable insights into \u003ca href=\"/blog/3-steps-achieving-customer-satisfaction-loyalty/\"\u003ecustomer satisfaction\u003c/a\u003e, preferences, and pain points by analyzing this feedback. \u003c/p\u003e\n\u003ch2 id=\"Why is customer feedback analysis important?\"\u003eWhy is customer feedback analysis important?\u003c/h2\u003e\n\u003cp\u003eSystematically examining what your customers are saying unlocks insights that can drive growth and give you a competitive edge. Let\u0026#8217;s explore some of the key benefits that make customer feedback analysis an indispensable practice for any business:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eImprove customer satisfaction and loyalty:\u003c/strong\u003e Analyzing feedback can reveal opportunities to streamline processes, increase responsiveness, or make the overall \u003ca href=\"/blog/why-companies-should-invest-in-the-customer-experience/\"\u003ecustomer experience\u003c/a\u003e more seamless. When customers feel their feedback is heard and acted upon, they are more likely to remain loyal and become brand advocates. This can increase retention, repeat business, and positive word of mouth.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eEnhance product and service offerings:\u003c/strong\u003e Feedback can provide valuable insights into what customers like, dislike, or wish were different about a company\u0026#8217;s offerings. This can inform product development, service enhancements, and other improvements. \u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eEnables proactive problem identification:\u003c/strong\u003e Continuously monitoring customer feedback allows businesses to quickly spot emerging issues or dissatisfaction before they escalate. This gives them time to address problems before they severely impact \u003ca href=\"/blog/customer-retention/\"\u003ecustomer retention\u003c/a\u003e.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eMake data-driven decisions:\u003c/strong\u003e Customer feedback can either validate or challenge a business\u0026#8217;s assumptions about its customers\u0026#8217; needs, preferences, and behaviors. By categorizing and aggregating customer feedback, businesses can identify recurring themes and pain points, allowing them to spot meaningful trends rather than relying on anecdotal evidence. \u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eMaking feedback analysis a core part of your operations improves your products or services and builds a customer-centric culture that fosters loyalty, drives innovation, and positions your business for long-term success.\u003c/p\u003e\n\u003ch2 id=\"What makes customer feedback analysis difficult?\"\u003eWhat makes customer feedback analysis difficult?\u003c/h2\u003e\n\u003cp\u003eWhile the benefits of customer feedback analysis are clear, implementing an effective analysis process can be challenging. Read along to learn more about some common hurdles and how to overcome them. \u003c/p\u003e\n\u003ch3\u003eDealing with large volumes of feedback\u003c/h3\u003e\n\u003cp\u003eWhen a business is inundated with growing volumes of customer feedback from surveys, reviews, and support interactions, sifting through and extracting meaningful insights can be difficult. Manual analysis quickly becomes unscalable, leading to potentially valuable customer insights falling through the cracks.\u003c/p\u003e\n\u003cp\u003eHowever, customer experience software with robust reporting tools can make this process far more manageable. These tools consolidate feedback from all channels into easy-to-read reporting dashboards, allowing you to track key metrics like customer satisfaction and sentiment. AI-powered insights, such as quality assurance (QA) tools, automatically review 100 percent of customer interactions, ensuring no critical feedback slips through the cracks.\u003c/p\u003e\n\u003ch3\u003eEnsuring unbiased analysis\u003c/h3\u003e\n\u003cp\u003eAnalyzing customer feedback can be challenging, as it requires interpreting and drawing insights from often subjective, emotionally charged comments. There is an inherent risk of introducing personal biases or interpretations that skew the findings. For example, an agent reviewing negative feedback may unconsciously downplay certain complaints due to an emotional investment in the company\u0026#8217;s performance. Likewise, a product manager could inadvertently overlook valid concerns that do not align with their own perceptions or priorities.\u003c/p\u003e\n\u003cp\u003eThis is where the objectivity of AI-powered customer feedback analysis tools can be invaluable. These systems can surface accurate, neutral takeaways from customer comments without the influence of human biases. The software can categorize feedback based on \u003ca href=\"/blog/customer-sentiment/\"\u003ecustomer sentiment\u003c/a\u003e, identify recurring themes, and extract actionable insights—all while maintaining a consistent, data-driven approach. This allows businesses to make more informed, customer-centric decisions without the skewing effects of individual perspectives or preconceptions. \u003c/p\u003e\n\u003ch3\u003eAddressing feedback in a timely manner\u003c/h3\u003e\n\u003cp\u003eAddressing customer feedback in a timely manner is crucial for preserving relationships and maintaining trust. When customers take the time to provide input, they expect a prompt and meaningful response. Failing to acknowledge their concerns quickly can lead to feelings of frustration and neglect, ultimately damaging \u003ca href=\"/blog/customer-loyalty/\"\u003ecustomer loyalty\u003c/a\u003e. However, manually triaging and responding to large volumes of feedback from various channels can be an overwhelming challenge for many businesses, resulting in delays that further exacerbate the problem.\u003c/p\u003e\n\u003cp\u003eReal-time QA tools use \u003ca href=\"https://www.zendesk.com/service/analytics/\"\u003eadvanced analytics software \u003c/a\u003eto automatically identify urgent or high-risk feedback, such as expressions of churn intent or strongly negative sentiment. By surfacing these critical cases, the software empowers support teams to prioritize and address the most pressing concerns before they escalate. With the ability to rapidly identify and act upon customer feedback, businesses can demonstrate their commitment to service excellence and preserve valuable relationships. \u003c/p\u003e\n\u003ch2 id=\"How to analyze customer feedback\"\u003eHow to analyze customer feedback\u003c/h2\u003e\n\u003cp\u003eAnalyzing customer feedback doesn\u0026#8217;t have to be a daunting task—with the right approach, it can be a systematic process that yields valuable insights for your business. Whether you\u0026#8217;re just starting or looking to refine your existing methods, these steps will guide you through turning raw feedback into actionable intelligence.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"A woman surrounded by paper airplanes stands next to a list of steps for analyzing feedback.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/alistofstepsforanalyzingcustomerfeedbackandillustration.png\" width=100% height=100% /\u003e \u003c/p\u003e\n\u003ch3\u003e1. Collect feedback\u003c/h3\u003e\n\u003cp\u003eBefore you can derive meaningful insights from customer feedback, you must first establish effective collection methods. This involves strategically implementing multiple feedback channels to capture diverse customer voices and experiences. Common methods include surveys (both in-app and email), support interactions, social media monitoring, product reviews, and customer feedback forms. Each channel offers unique perspectives and reaches different \u003ca href=\"/blog/customer-segmentation/\"\u003ecustomer segments\u003c/a\u003e. \u003c/p\u003e\n\u003cp\u003eHowever, feedback collection\u0026#8217;s true power lies in gathering data and centralizing it for comprehensive analysis. Implementing a centralized feedback management system is crucial for gaining a holistic view of customer sentiment and experiences. This system should aggregate feedback from all channels into a single, easily accessible platform.\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003cp\u003e\u003cstrong\u003eTip:\u003c/strong\u003e Collect both qualitative and quantitative feedback for a comprehensive understanding of customer sentiment. \u003c/p\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"The best use cases for different channels in collecting customer feedback. \" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/infographicofbestusecasesfordifferentchannelsincollectingcustomerfeedback.png\" width=100% height=100% /\u003e \u003c/p\u003e\n\u003ch3\u003e2. Categorize feedback\u003c/h3\u003e\n\u003cp\u003eEffective categorization of customer feedback is crucial to efficiently analyze and act upon the insights you receive. A well-structured categorization system allows teams to quickly find relevant feedback, identify trends, and prioritize actions. Here\u0026#8217;s how you can approach feedback categorization:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eEstablish a set of primary categories\u003c/strong\u003e that align with key aspects of your business, such as products, \u003ca href=\"/blog/customer-service-skills/\"\u003ecustomer service\u003c/a\u003e, user experience, and pricing.\u003c/li\u003e\n\u003cli\u003eWithin each primary category, \u003cstrong\u003ecreate subcategories\u003c/strong\u003e for more granular organization. For example, under \u0026#8220;Product,\u0026#8221; you might have subcategories for specific features.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eUse tags to add additional context\u003c/strong\u003e or cross-reference feedback that spans multiple categories. This allows for more flexible searching and analysis.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eCategorize feedback based on sentiment\u003c/strong\u003e (positive, negative, neutral) to quickly gauge overall customer satisfaction within each category.\u003c/li\u003e\n\u003cli\u003eInclude a system to \u003cstrong\u003eflag high-priority or urgent feedback \u003c/strong\u003ethat requires immediate attention.\u003c/li\u003e\n\u003cli\u003eSome feedback may fit into more than one category, so ensure your system \u003cstrong\u003eallows for multiple classifications\u003c/strong\u003e when necessary.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eA robust categorization system can help businesses transform raw feedback data into a structured, searchable knowledge base. This enables more efficient analysis, faster response times, and data-driven decision-making across the organization.\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003cp\u003e\u003cstrong\u003eTip:\u003c/strong\u003e Leverage automation and AI to automatically tag feedback from service interactions based on ticket content, reducing manual effort and making categorization easier. \u003c/p\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003ch3\u003e3. Determine your key metrics\u003c/h3\u003e\n\u003cp\u003eChoose \u003ca href=\"/blog/customer-service-metrics-matter/\"\u003ecustomer service metrics\u003c/a\u003e that align with your specific business model and customer journey. Start by identifying your business goals and aligning metrics accordingly. Common metrics include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/blog/nps-net-promoter-score/\"\u003eNet Promoter Score® (NPS)\u003c/a\u003e:\u003c/strong\u003e Measures customer loyalty and likelihood to recommend.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/blog/customer-satisfaction-score/\"\u003eCustomer satisfaction score (CSAT)\u003c/a\u003e:\u003c/strong\u003e Gauges overall satisfaction with a specific interaction or product.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/blog/customer-effort-score/\"\u003eCustomer effort score (CES)\u003c/a\u003e:\u003c/strong\u003e Assesses how easy it is for customers to use your product or service.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eRetention rate:\u003c/strong\u003e Tracks the percentage of customers who continue using your product or service over time.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/blog/customer-churn-rate/\"\u003eChurn rate\u003c/a\u003e:\u003c/strong\u003e Measures the percentage of customers who stop using your product or service.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eCustomer sentiment:\u003c/strong\u003e Measures the positive, negative, or neutral emotions expressed in customer feedback or interactions.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eEnsure you have a mix of leading indicators (predictive of future performance) and lagging indicators (reflecting past performance). Remember, while these metrics provide valuable insights, you should analyze them with qualitative feedback to comprehensively understand customer sentiment and behavior.\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003cp\u003e\u003cstrong\u003eTip:\u003c/strong\u003e Set clear benchmarks and goals for each metric. For instance, you can set your NPS® benchmark at the industry average and gradually raise the target over time. \u003c/p\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003ch3\u003e4. Identify trends and patterns\u003c/h3\u003e\n\u003cp\u003eAnalyzing feedback data over time and across different customer segments can uncover recurring themes, emerging issues, and shifting customer preferences. This trend analysis allows businesses to:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003ePrioritize improvements:\u003c/strong\u003e Rank issues based on the frequency and severity of customer complaints. Focus on addressing the most impactful problems first.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003ePredict future needs:\u003c/strong\u003e You can employ predictive analytics to forecast customer behavior based on historical data and monitor industry \u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eIdentify root causes:\u003c/strong\u003e Map the customer journey to identify \u003ca href=\"/blog/customer-pain-points/\"\u003ecustomer pain points\u003c/a\u003e. Circle back to survey respondents to gather more details regarding specific issues to better understand them.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/blog/measuring-customer-experience/\"\u003eMeasure its impact on CX\u003c/a\u003e:\u003c/strong\u003e Analyze the correlation between the feedback you receive and the KPIs you’re tracking. You can use that feedback to refine your metrics to align with customer priorities.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eSpot early warning signs:\u003c/strong\u003e Monitor for sudden increases in specific types of feedback that could indicate developing problems. Use sentiment analysis tools and alert systems to automate the process and ensure you capture critical feedback. \u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eInform strategic decisions:\u003c/strong\u003e Use data-driven insights to guide product development, marketing strategies, resource allocation, and overall business direction.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eImprove customer experience:\u003c/strong\u003e Continuously refine and enhance your \u003ca href=\"/blog/customer-journey-map/\"\u003ecustomer journey map\u003c/a\u003e based on observed patterns. Communicate intended changes to your customers and explain how they will benefit. \u003c/li\u003e\n\u003c/ul\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003cp\u003e\u003cstrong\u003eTip:\u003c/strong\u003e Keep an eye on external events (e.g., economic changes, competitors\u0026#8217; actions) that might influence customer feedback.\u003c/p\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003ch3\u003e5. Leverage the right tools\u003c/h3\u003e\n\u003cp\u003eTo maximize the value of customer feedback, businesses must use cutting-edge tools that streamline the analysis process and uncover deeper insights. AI-powered QA tools, for instance, can rapidly process vast amounts of unstructured feedback data, identifying key themes, sentiments, and urgent issues that manual analysis might miss. These tools can automatically categorize feedback, flag high-priority items, and even predict potential churn risks based on sentiment patterns.\u003c/p\u003e\n\u003cp\u003eReal-time reporting dashboards and alerts are equally crucial, providing businesses with up-to-the-minute insights on customer sentiment and emerging trends. NLP algorithms can delve into the nuances of customer comments, extracting valuable context and subtext that might not be immediately apparent. Additionally, advanced data visualization tools can transform complex feedback data into easily digestible charts and graphs, making it simpler for organizational stakeholders to understand and act on \u003ca href=\"/blog/consumer-insights/\"\u003ecustomer insights\u003c/a\u003e. \u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003cp\u003e\u003cstrong\u003eTip:\u003c/strong\u003e Take advantage of a free trial to see how well the analysis tools perform and how easy they are to use.\u003c/p\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003ch3\u003e6. Generate actionable strategies\u003c/h3\u003e\n\u003cp\u003eIt\u0026#8217;s not enough to simply \u003ca href=\"/blog/how-to-get-customer-feedback/\"\u003ecollect customer feedback\u003c/a\u003e and let it sit in a file—the real value comes from turning that feedback into actionable insights. When you actively analyze and apply what customers are saying, you can identify key areas for improvement, spot emerging trends, and enhance your products or services based on real \u003ca href=\"/blog/customer-needs/\"\u003ecustomer needs\u003c/a\u003e. \u003c/p\u003e\n\u003cp\u003eShare the insights and action plans with corresponding teams across the organization—for example, product development teams would receive feature requests. Most importantly, the feedback loop isn\u0026#8217;t complete until the impact of these actions is measured. This might involve follow-up surveys or monitoring key performance indicators to assess whether the changes have positively affected customer satisfaction. \u003c/p\u003e\n\u003cp\u003e\u003cdiv class=\"shortcode-gated-cta-in-post\"\u003e{\"heading\":\"Try our customer feedback analysis template\",\"body\":\"Use this customizable template to easily categorize and analyze your feedback. \",\"link\":{\"href\":\"https://docs.google.com/spreadsheets/d/1oSzjO4mA5mLEwWInuH33j9zJM1izx4kpjcf9mJWNLvE/edit?usp=sharing\",\"size\":\"small\",\"children\":\"Download template\"},\"image\":{\"src\":\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/ctaimageforcustomerfeedbackanalysistemplate.png\"}}\u003c/div\u003e\u003c/p\u003e\n\u003ch2 id=\"Examples of customer feedback analysis\"\u003eExamples of customer feedback analysis\u003c/h2\u003e\n\u003cp\u003eCustomer feedback analysis can look different depending on your business’s industry and unique goals. Take a look at how these companies approach feedback analysis to get the most out of their data. \u003c/p\u003e\n\u003ch3\u003eCityGo: Evaluating internal quality scores\u003c/h3\u003e\n\u003cp\u003eMobility company \u003ca href=\"/customer/citygo/\"\u003eCityGo\u003c/a\u003e values \u003ca href=\"/blog/customer-service-internal-quality-score/\"\u003einternal quality scores (IQS)\u003c/a\u003e as its most important metric for measuring customer service performance. While other \u003ca href=\"/blog/10-customer-experience-kpis/\"\u003ecustomer experience KPIs\u003c/a\u003e like CSAT and \u003ca href=\"/blog/first-reply-time/\"\u003efirst reply time\u003c/a\u003e are considered, IQS is regarded as the most reliable quality indicator. IQS evaluates performance based on internal guidelines, ensuring agents adhere to company standards and minimizing the influence of external factors, like frustration due to a product update.\u003c/p\u003e\n\u003cp\u003eBy prioritizing IQS within \u003ca href=\"/service/quality-assurance/\"\u003eZendesk QA\u003c/a\u003e, CityGo can proactively address issues by monitoring conversations and identifying potential problems. This allows them to take corrective actions, such as providing targeted training, to ensure consistent and clear communication. This approach has led to a 96 percent IQS.\u003c/p\u003e\n\u003ch3\u003eHomebridge: Listening to social platforms\u003c/h3\u003e\n\u003cp\u003eFinancial services provider \u003ca href=\"/customer/homebridge/\"\u003eHomebridge\u003c/a\u003e integrated its customer service software, Zendesk, with social platforms like TrustPilot and Facebook to create a comprehensive customer feedback loop. Connecting these sites allowed Homebridge to centralize interactions, listen to more customers, and identify emerging trends earlier than if the team had waited for customers to reach out directly. \u003c/p\u003e\n\u003cp\u003eThis approach helps customers feel heard and enables Homebridge to proactively manage relationships with existing and potential customers, leading to a significant 158% return on investment.\u003c/p\u003e\n\u003ch3\u003eCatapult: Automating ticket analysis\u003c/h3\u003e\n\u003cp\u003eAthletic performance tracker \u003ca href=\"/customer/catapult/\"\u003eCatapult\u003c/a\u003e struggled to prioritize its different customer tiers to give them their proper level of service. Through the Zendesk ticketing system, Catapult accessed the intelligent triage tool, which automatically flagged the ticket\u0026#8217;s priority level and identified the customer’s sentiment. Automating the analysis allowed the team to dedicate more agents to resolving issues, decreasing first reply time by 50 percent. \u003c/p\u003e\n\u003ch2 id=\"Types of customer feedback analysis tools\"\u003eTypes of customer feedback analysis tools\u003c/h2\u003e\n\u003cp\u003eBusinesses need the right tools to collect and analyze data to effectively gain insights. Explore these critical tools that cover the various aspects of customer feedback:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAI-powered quality assurance tools:\u003c/strong\u003e These leverage machine learning and natural language processing to automatically analyze customer support interactions. They can identify urgent issues, detect trends, and surface actionable insights to prioritize and address feedback.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eSurvey tools:\u003c/strong\u003e Businesses use dedicated software to create, distribute, and analyze \u003ca href=\"/blog/are-customer-surveys-effective/\"\u003ecustomer surveys\u003c/a\u003e. These tools integrate with your service software so you can deliver surveys over key channels and receive structured feedback to help identify areas for improvement.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eSocial listening software:\u003c/strong\u003e Applications that monitor social media, forums, and other online conversations to track mentions, sentiment, and trends related to a business and its products or services. In contrast to surveys that are scheduled at pre-defined times or in response to certain events, social listening is an ongoing process. \u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eVoice of the Customer (VoC) software:\u003c/strong\u003e These tools aggregate feedback from multiple sources—like surveys, reviews, and support tickets—to give businesses a comprehensive, 360-degree view of customer sentiment and preferences.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eData visualization tools:\u003c/strong\u003e Solutions that transform raw customer feedback data into interactive charts, graphs, and dashboards to make insights more accessible and actionable for stakeholders.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eFrom AI and surveys to social listening and data visualization, the right tools fill feedback gaps and streamline the analysis process.\u003c/p\u003e\n\u003ch2 id=\"Use Zendesk to streamline customer feedback analysis\"\u003eUse Zendesk to streamline customer feedback analysis\u003c/h2\u003e\n\u003cp\u003eZendesk makes customer feedback analysis easy. 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This allows more time to conduct research in an internal knowledge base or dig into the customer’s account history.","result_heading":"Result","result_percent_customers":"Total percentage of customers requesting a chat","result_chat_volume":"Estimated chat volume","result_availability_period":"Chat availability period (in hours)","result_chats_per_hour":"Estimated chats per hour","result_recommended_agents":"Recommended number of agents","disclaimer_heading":"Disclaimer:","disclaimer_body_1":"Keep in mind that the above formula is merely a guide and ignores things like breaks for your agents, multiple shifts, and vastly different customer requirements. It shouldn’t replace a typical workforce management staffing calculator.","disclaimer_body_2":"Once you’ve settled on your staffing needs, keep monitoring your wait times and CSAT to ensure it’s the optimal number. There’s a tendency for live chat CSAT to fall as the number of chats per agent rises and wait times increase."},"msgStaffingCalculator":{"title":"Messaging staffing calculator","lbl_ft_hours":"How many hours does a full-time agent work weekly?","tooltip_ft_hours":"The total number of paid hours in a working week – this number can vary based on regional laws.","lbl_shrinkage":"How much shrinkage can you expect on average?","tooltip_shrinkage":"Shrinkage refers to the percentage of time dedicated to all non-productive hours. This includes annual leave, holidays, coaching, meetings, paid breaks, etc.","lbl_ticket_volume":"What's your total average ticket volume?","tooltip_ticket_volume":"Total weekly average ticket volume across all support operations (not per agent).","lbl_aht":"What's your average handle time in minutes?","tooltip_aht":"If needed, see the separate calculator below to calculate AHT.","results":"Results","res_agent_utilized_hrs":"Weekly utilised hours for a full-time agent:","res_total_utilized_hrs":"Total utilised hours (weekly):","res_fte_agents_needed":"Estimated full-time agents needed:","aht_calculator":"Average handle time calculator","lbl_agent_solves":"Average full-time agents solves per week","tooltip_agent_solves":"The average number of solves per full-time agent in a week, solves being the number of tickets resolved.","lbl_agent_utilized_hrs":"Weekly utilised hours for a full-time agent","tooltip_agent_utilized_hrs":"The actual amount of productive work you get from your agents after all shrinkage has been accounted for. This can be copied from question 1 above.","res_solves_per_hr":"Solves per hour:","res_avg_handle_time":"Average handle time:"},"profitMarginCalculator":{"title":"Profit margin calculator","lbl_revenue":"Revenue","tooltip_revenue":"Enter the total amount of money your product generates.","lbl_cost":"Cost","tooltip_cost":"Enter the total amount of money it takes to manufacture your product.","lbl_markup":"Markup","tooltip_markup":"Enter the percentage you'd like to add to the selling price of your product.","lbl_profit":"Profit","tooltip_profit":"Profit is the amount of money your business earns from the sale of your product.","btn_reset":"Reset","text_result":"Profit margin"},"tileCard":{"link_customer":"Read customer story","link_event_live":"Register now","link_event_ondemand":"Watch now","link_webinar":"Watch now"},"blogNewsletterForm":{"heading":"Subscribe to the blog","subheading":"The best source of information for customer service, sales tips, guides and industry best practice. 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