Customer feedback is an important source of insight when it comes to better gauging the customer experience, especially in the healthcare industry. However, gathering and organizing honest qualitative feedback from customers can be challenging. Many people don’t have the time, patience, or interest to fill out a feedback survey in detail, or at all, which can make it difficult for companies to get a clear picture of how well they are serving their customers’ needs. Without this clear picture, it can be nearly impossible to improve customer experience. To address this challenge, companies need to find a more efficient method of aggregating and analyzing customer interaction data. Better customer interaction analysis makes it easier for a company to measure qualitative performance, meaning better communication with customers and more chances to improve customer satisfaction.
You already have the customer interaction data you need to extract these qualitative insights. But chances are, you lack the tools to effectively organize and analyze that data, making it nearly impossible to act on. Customer interaction data is not serving its intended purpose if it cannot be leveraged to improve customers’ experiences. Customer feedback can come from multiple sources, such as call centers, online feedback forms, or online support chats. Gathering qualitative feedback from multiple sources can give a company a better variety of qualitative insights by providing customers more opportunities to make their voices heard.
To do so, it’s helpful to understand the meaning of qualitative feedback and qualitative performance. What is qualitative feedback, and how is it different from quantitative feedback? Beyond that, what is qualitative data?
Qualitative feedback is feedback that describes the value, or quality, of a product or service received. This is the opposite of quantitative feedback, which provides numerical data about a product or service received. Quantitative feedback, as its name suggests, can often be more easily counted than qualitative feedback. This is not to say that qualitative feedback is not valuable, of course.
Authenticx provides companies with an effective way to aggregate and analyze qualitative and quantitative customer interaction data. AI-powered software makes it possible for companies to make better use of the data they already have access to by combining feedback from all sources into one customer interaction analysis platform. The software categorizes the data and assesses it for the most valuable insights. This enables companies to gather, analyze, and address customer feedback straight from the source, rather than requiring customers to spend extra time filling out feedback forms.
Types Of Qualitative Feedback
There are many types of qualitative feedback, because there are many ways customers can interact and share their experiences with your organization. Companies can gather a vast amount of customer interaction data that comes from multiple sources and deals with a wide variety of topics. Without any means of aggregating this data, much of it could be lost to disorganization and inefficiency, possibly resulting in missed opportunities to improve the customer experience. A qualitative feedback analysis tool like Authenticx can make it easier to organize qualitative analysis so that every customer’s voice can be heard.
Authenticx offers companies the means to track qualitative performance indicators that could improve the way they manage customer interaction data. Automated qualitative feedback analysis can enable companies to quickly pinpoint the most important details and trends across all sources of feedback, which allows companies to identify and address problems much more efficiently. Instead of relying on customers’ willingness to fill out surveys, companies can utilize the customer interaction inputs that are already right in front of them. Authenticx provides the tools to successfully aggregate and analyze that information in a comprehensive way, so that customers can feel more confident that they are being heard, and companies can feel more confident that they are meeting their customers’ needs.
The ability to combine all different types of qualitative feedback into one analysis tool is one of the most prominent features offered by Authenticx. By gathering and combining customer interaction data from existing feedback channels, Authenticx can alert companies to the most important real-time insights without requiring an entire overhaul of the system, and without shouldering customers with any extra work. Authenticx simply helps companies better understand their existing customer feedback so they can make meaningful improvements to their customer experience.
Quantitative Feedback Examples
Authenticx can be used to gather and organize quantitative and qualitative feedback across all sources of customer interaction, including phone calls, live support chats, or any other channel a company might have set up. The software is capable of aggregating and analyzing both qualitative and quantitative customer feedback by assessing and categorizing customer service interactions. Examples of qualitative and quantitative feedback could include both positive and negative feedback. Regardless of whether or not customer interaction data is qualitative or quantitative, it can provide valuable insight into the best ways to improve customers’ experiences. This is why wondering quantitative feedback examples could help.
Authenticx’s software can gather all of your customer interaction data in one place. It can also help categorize quantitative data questions and guide attention to the most important pieces of feedback that should be prioritized. This could help companies quickly locate and address the most pressing issues and identify any insightful trends in the data. Negative feedback can be helpful to let companies know which areas they need to improve, but Authenticx could also help companies by highlighting quantitative customer feedback that indicates what is working. Positive customer interactions are aggregated and analyzed as well as negative interactions so that companies can distinguish where they are succeeding and where they are falling short.
Authenticx is a platform that can categorize quantitative and qualitative feedback to provide the most accurate and comprehensive insight possible. The customer interaction visibility that Authenticx can provide could increase the number of opportunities to address customer feedback and improve the customer experience. When customers experience consistent quality in their experiences with a company, that positive experience is often translated into increased revenue somewhere down the line. A positive customer experience has the potential to earn a company repeat business, favorable word-of-mouth, or other benefits that can lead to growth for the business. A platform like Authenticx can provide the data-driven insight that could help a company improve their communication with customers.