Unstructured Data: Mining the Gold

Unstructured data presents a goldmine of information, but mining that gold is no easy task—it requires coding with detailed text analysis. To be clear, unstructured data includes customer survey text comments, customer service calls, emails, chats, reviews, and other narrative sources of information.  It’s the data that doesn’t fall into neat, easy categories—so the signal […]

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Want to Fix Your Touchpoints? Lose NPS.

Last week I spoke at the Society for Service Executives Symposium in Chicago. As always, when the primary topic is customer satisfaction, there was a lot of talk about NPS (Net Promoter Score). As I have often said, it’s a tired customer survey question—and that’s just one of its shortcomings. Another issue, as Lori Bocklund […]

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Customer Comments + Intelligent Analysis = Gold

The point of a customer survey is to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. And while billions of customer surveys are issued each year—typically including open-ended comment fields—most survey programs lack research protocols for listening to and understanding what customers are actually saying in those comments. […]

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3 Things You’ll Miss With SurveyMonkey’s New App

Last month, SurveyMonkey launched their iOS mobile app, backed by Google Capital. CEO Dave Goldberg promises a “smarter, agile, and ultimately more productive workforce.” This app strengthens customer feedback programs by allowing faster responses to customer situations. However, it reinforces the idea that customer feedback is just about watching the numbers. Certainly, numbers are important, […]

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