Customer feedback provides a window into your products, services, and brand systemic issues. The right tools will help you hear your customers loud and clear.
Consumer reliance on customer reviews continues to grow, but current tools for extracting value from customer feedback take a mechanical approach, providing the what without the factors for understanding the why. This forces companies to act on a handful of anecdotes which rarely represent the full range of customer attitudes. As reviews start to enter the thousands, this process rapidly loses accuracy, and it becomes difficult to actually hear the voice of the customer. The right tools are needed to cut through the noise and truly listen.
SumUp's platform quickly reorganizes the content from across reviews into a hierarchy of the topics most emphasized by your customers and provides metrics for further contextual understanding. Focus the analysis with metadata filters, keyword searches, and pivot tables that allow you to better understand the nuances of the consumer experience and drive your marketing, production, and quality assurance. Hear what your customers are telling you with newfound clarity and unrivaled speed.
A half-art half-science process
A novel approach
97% of consumers rely on customer reviews for purchases. 85% seek out negative reviews right away, giving more weight to negative reviews.
The SumUp platform quickly reorganizes your data by its most emphasized topics and provides metrics for further context. Detect emerging trends and possible influencers in real time with a customizable dashboard and smart alerts.
Sifting through thousands of reviews for actionable opportunities can take days. Reaching a ‘big picture’ understanding across reviews is too convoluted to be done on an on-going basis.
Subcategory deep-dives, pivot tables, and metadata filtering allow you to pinpoint how and where your products, advertising or quality control are missing the mark.
Simply tracking keywords can lead you down the wrong path without access to the broader context, which is difficult to discern with ad-hoc methods and anecdotes.
Metadata filters and pivot tables enable you to understand feedback and opinions by categories such as age, region, and product SKU.
Customer reviews often contradict each other, making it difficult to make an actionable decision about a product or service.
Strength, sentiment, and consensus metrics reveal the exact popularity of an idea within your dataset. Explore differences of opinion to find a root cause.