Customer feedback holds immense value for businesses. Hearing from your customer base about their preferences, opinions, and challenges can provide many benefits. It helps you personalize messaging, improve products, add to your knowledge base, and strengthen customer service. Gathering and aggregating this data can be a challenge, but there are some key reports that can help you turn feedback into actionable insights.
Customer Experience Is a Priority for Companies
Customer experience initiatives are a priority for many companies. In fact, 45.9 percent of respondents to one survey said it was the top priority for their businesses for the next five years. Their top motivations for this investment in customer experience are to improve cross-selling and upselling, customer satisfaction, and customer retention.
When you make customer experience adjustments based on their feedback, it has the potential to support all three of these things. So, how will you capitalize on this data? Reporting and analytics are a must.
The 6 Reports to Develop from Customer Feedback
To evolve the customer experience to best align with what customers want and need, you’ll need these seven reports to provide you with those nuggets of wisdom:
Net Promoter Score (NPS) measures a customer’s experience, loyalty, and inclination to recommend your business. From this, you can learn specifics about each experience. It’s a one-question survey with a score of 0-10, but you can also ask why they submitted this score to get more insight.
2. Ticket Labeling
Identify the topics that are trending in tickets. If you’re seeing an often-repeated question, it’s a good indication that you should update your knowledge base. If it’s a product-specific issue, make product managers aware of this to work it into the product road map as appropriate.
3. Accuracy of Self-Service Resolutions
The accuracy percentage indicates how well your self-service tools resolve issues before ticket creation. A critical way to improve accuracy is by using conversational and human-centered AI. When you use this type of AI, you’ll be able to gauge sentiment and intent, usually resulting in higher numbers of successful self-service and a reduction in ticket creation.
4. Performance Tracking
This report should include instant resolutions, reopened tickets, and other situations. It can help you determine what you should address in agent training and how to improve self-service.
Reports on customer satisfaction (CSAT) offer information about if a product or experience satisfied them. It’s one part of understanding customer expectations. It can be a key performance indicator for customer service and product quality.
6. Customer Effort Scores
This report would reveal the effort it takes for a customer to complete an action, such as resolving a support issue. With this data, you can assess the performance of self-service tools such as AI chatbots and knowledge bases.
Tools That Help You Capture Data and Respond
Implementing initiatives to use data to understand and improve the customer experience requires tools. You’ll be able to measure many different elements, as described above, by using an AI platform for support. It should include self-service capabilities powered by conversational AI and continued support for agents after ticket creation. A robust solution gives you exceptional visibility.
When you have this technology at your disposal, you should also be able to see real-time analytics reporting. Dashboards should highlight the customer service metrics that matter and can best inform decision-making. With this functionality, the labor of gathering data and finding insights becomes operationalized, so it’s no longer a manual chore.
Customer Feedback Improves the Customer Experience
With these reports and the right technology, you can leverage customer feedback to deliver a better experience. Within all these components you’re tracking, you’ll find that AI can play a significant role. When you deploy it within your customer service model, you can see significant improvements!
Interested in learning more about AI and how Forethought can help you deliver exceptional customer service? Check out our guide, Why the Type of AI You Use Matters for Your Customer’s Experience.