The data comes from the web. Today, 74% of people find out about a product or brand on the web.
Social networks are also a good asset to measure customer satisfaction because e-reputation is essential today. If you are looking for a restaurant, you will never go to an establishment with a bad rating. The same goes for your brand or your products.
The example of Google and its annotations are also very important because good ratings attract customers. sweden whatsapp data
Blogs specializing in certain areas which, for example, carry out tests on connected objects.
The discussion forums still in use are difficult to quantify. However, it is a real source of measurement for customer satisfaction.
To facilitate the processing of your data, two tools are essential:
Firstly, a CRM tool to optimise data processing and analysis.
Secondly, a monitoring solution to measure what is said on the web and in the press.The goal of data processing is to achieve a real improvement in the customer experience. All the data collected will help companies in several ways:
First, the goal is to see what are the flaws that cause you to lose sales or customers.
Analyze marketing campaigns and determine which ones worked and which ones didn't.
What are customer expectations?
How to help the customer complete a purchase.
How to improve your after-sales service
Meet customer expectations in terms of ergonomics of locations or web-to-store.
Know and improve the relationship between staff and customers.
Analyze customer behavior.