Unify structured and unstructured feedback on one platform
Quantitative scores can take you only so far. A 1/5 on service quality tells a hotel manager the service for that customer was lousy, but it doesn't tell her why. Was the service non-existent? Way too slow? Was a waiter rude? Did the cashier forget to give a receipt? By following up quantitative questions with open-ended questions in which customers can provide qualitative feedback, businesses can find out the specific reasons behind positive or negative scores.
This approach can help companies gather and act on more insights into customer pain points, but it can also be a lot more work. That's where text analytics comes in. Sophisticated text analytics engines can parse unstructured feedback and deliver analysis on, for example, the extent to which specific complaint phrases are impacting scores, making prioritization fast and easy.
Text Analytics Right Inside Your Customer Experience Management Solution
- Transparent. Breakdown every single piece of open text feedback you receive and automatically categorize into key topics
- Engaging. Integrate Text Analytics side-by-side with quantitative survey data for a more complete picture of the customer
- Performance. Fire alerts based on key words in open text responses and recover customers in real-time
Get more information on Medallia Text Analytics solution.
