Alyona Medelyan -

Have you ever left feedback as a customer yourself? Your star rating or a satisfaction score will tell how you feel, but it’s your comment that will explain why. Unfortunately, while most businesses collect feedback, they do not analyze text comments. Often feedback isn’t actionable. It’s too hard to read through all those answers to find those that can inform strategy. In this blog post, we’ll break down the task of analyzing open-ended customer feedback.

Many organisations, large or small, gather customer feedback to improve their CX efforts and ultimately their bottom line. But gathering feedback alone can’t make much of a difference. We need to analyze our feedback to discover insights that inspire us to drive action at our organisations. Enter; Text Analytics software.