Introduction
Collecting feedback is only the first step in building a successful customer feedback program. To gain actionable insights, feedback must be centralized and structured for analysis. By consolidating survey results, support tickets, and community posts into one system, you can streamline processes and ensure data is easily accessible for decision-making. This article outlines how to centralize and organize feedback effectively using Gainsight tools.
Step 1: Consolidate Feedback in Customer 360 (C360)
Centralizing feedback is essential for providing a complete view of customer sentiment.
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Aggregate Feedback Sources: Use Customer 360 to combine survey responses, support tickets, and other feedback sources into a single repository.
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Enable Seamless Integration: Automate data flow from platforms like Surveys and support systems into C360 for real-time visibility. Learn how to configure this with the C360 Integration Guide.
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Segment Feedback by Customer: Use C360 layouts to organize feedback by customer segments, making it easier to address specific needs.
Step 2: Categorize Feedback with Text Analytics
Organizing feedback into themes makes analysis more meaningful.
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Categorize Themes: Use Text Analytics to classify feedback into actionable categories like usability issues, service quality, or feature requests.
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Leverage AI Insights: Apply sentiment analysis to identify patterns in customer feedback and highlight key areas of focus.
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Tag Feedback by Topic: Automate tagging of feedback by keywords, allowing for easier sorting and analysis across large datasets.
Step 3: Prepare Data for Analysis with Dashboards
Transform raw data into actionable insights with visualizations.
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Create Feedback Dashboards: Use Dashboards to visualize trends, recurring issues, and customer sentiment across accounts.
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Set Key Metrics: Highlight critical metrics such as feedback volume by category, sentiment trends, and customer satisfaction scores.
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Segment Data for Insights: Use filters in Dashboards to break down data by region, industry, or role for targeted analysis.
Step 4: Maintain Feedback Hygiene
Regular maintenance ensures the accuracy and relevance of feedback data.
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Conduct Data Audits: Periodically review C360 data to ensure feedback is accurately categorized and up-to-date.
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Automate Clean-Up Rules: Use the Rules Engine to identify duplicate or outdated entries and keep the repository clean.
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Involve Stakeholders: Collaborate with teams to validate data categories and ensure feedback aligns with organizational priorities.
Next Steps for Success
With feedback centralized and organized, you’re ready to analyze trends and derive actionable insights. The next article Analyze feedback to uncover trends and insights will guide you through uncovering patterns and making data-driven decisions to drive customer success.
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