Customer Feedback text analytics – when words matter

Actionable insights from customer feedback survey responses

By John Heffernan, WRAP Partner and associate at EVC Marketing

Words are everywhere, written, spoken, in books, magazines, films and TV, advertising, billboards, and of course, on smartphones phones, laptops, desktop screens.

Regardless of language, words have significant meaning and impact on almost every aspect of our daily life.

And, all too often, what is said is impacted not just by what is said, but also by the way it is said. This includes tone of voice, inflections, grammar usage, how loud or quiet and even intonation and subliminal context.

Why do words matter for YOUR business?

The most of important words for ANY business are those said by YOUR clients or prospects.

In an age of instant social media, a good post is worth its weight in gold and, conversely, a bad post can be far greater than the sum of the words and letters.

The sentiment of words can be subjective

A simple text message without supporting tone or even body language can be misconstrued and deliver a different meaning or message intent altogether.

The most important words for any business are those spoken by your clients or prospects.

When customer feedback matters

What do your clients really think about you, your business or your customer service?

Gaining real-time insight into how your clients view you and your business is invaluable and a key feature of CustomerCount® customer feedback management system.

Survey can identify comments/feedback (positive or negative), such as:

  • General or specific staff praise;
  • Asking questions or requiring clarity;
  • Providing suggestion; and
  • Identifying problems – slow reception, poor restaurant service and so on.

The words within the survey response can be key to your future business practices.

  1. Responding to praise comments and creating potential testimonials;
  2. Creating Frequently Asked Question content answers;
  3. Actioning and responding to client feedback suggestions; and
  4. Taking immediate action to address any negativity.

CustomerCount and Keatext – word analytics

Keatext, the Montreal-based CustomerCount partner, has upgraded the sophisticated text analytics component within the Customer Feedback Management system.

The ever-growing suite of services within the software is now rich with added reporting capabilities and web rating site reports.

Bob Kobek, president of Mobius Vendor Partners, the creators of the CustomerCount feedback management system, states:

“Our clients can now view reports, using our 70+ reporting templates, that have evaluated patterns within survey comments, clearly highlighting which word and phrases are most used and in what context.”

And this data allows YOU to implement actions for improved customer service and satisfaction!

Do you want to know the words and sentiment that matter to you?

To find out more about the power of Keatext analytics and CustomerCount, contact Bob Kobek on 317-816-6000 or [email protected] and request a demo.

About Keatext

Keatext is a cost-effective, cloud-based app that quickly gives businesses a picture of their entire interaction with their customers, across all touch points so they can take the right action. Keatext uses natural language processing technology to analyze unstructured customer feedback such as customer comments, product reviews, call center transcripts and open-ended survey responses. Learn more at

About CustomerCount

CustomerCount is a feature-rich, cloud based customer feedback survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line.

Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries. For more information call 317-816-6000. Follow them on LinkedInTwitter or Facebook.

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