Your customers are talking. Are you listening?

Tap into existing customer conversations to reveal qualitative feedback. This unfiltered, renewable source of insights accounts for every customer voice – even those who don’t respond to surveys.

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Authenticx analyzes customer conversations to surface recurring trends.

Software that connects qualitative human emotion to quantitative metrics.​

Collecting data is only part of the equation. Understanding begins by listening and engaging with the story your customers are sharing.

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Qualitative Feedback

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.

How It Works

Gain a deeper level understanding of contact center conversations with AI solutions.

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Pull customer interaction data across vendors, products, and services into a single source of truth.


Collect quantitative and qualitative information to understand patterns and uncover opportunities.


Confidently take action with insights that close the gap between your organization and your customers.

Qualitative Feedback Questions

Gathering qualitative feedback may not necessarily require customers or patients to be asked questions directly. Instead of gathering information from surveys or other forms that ask qualitative feedback questions, customer feedback could be collected straight from the source. By using the customer interaction data itself to gather insight, companies can cut out the middle step that requires customers to go through the effort of providing feedback about the interaction they just had. The problem is often that it is difficult to categorize and analyze customer interaction data in a way that allows the most insightful bits of information to be efficiently extracted. Authenticx offers software that can help overcome this challenge by providing an automated method of organizing, analyzing, and prioritizing customer interaction data.

There are many examples of qualitative research questions that can be answered by analyzing customer data. By equipping companies with the tools to gather and identify key insights from their customer interaction data, Authenticx enables them to take confident steps toward improving their customers’ experiences. Software that allows users to aggregate customer interaction data can make it easier to identify impactful feedback by shifting the focus away from individual actions and towards trends that appear across the broader spectrum of interactions.

Conversation Analysis In Qualitative Research

One of the benefits of using data analysis tools in qualitative research is that it allows companies to gather audio data in addition to visual data. Audio data can be collected and organized in a format that resembles a highlight reel of the most important pieces of customer feedback. This capability allows companies to uncover the most valuable insights from customer interaction data without the need to waste time sifting through hours of individual interactions.

Some benefits of conversation analysis in qualitative research include the ability to save time that would have been spent manually digging through hours of customer interactions and the ability to assess customer feedback straight from the source. A qualitative questionnaire design can provide feedback that could help companies improve their customer interactions, but an analysis tool like Authenticx can allow companies to gather the necessary data without asking customers direct questions.

Patient Experience Survey

Using customer interaction data aggregation software for conversation analysis could be a more effective method of gathering and interpreting customer feedback than a typical patient experience survey. Patient satisfaction survey software is usually a slower, less efficient method. Companies can use voice analysis software to quickly aggregate the most important customer feedback directly from the communication channel through which it was received, with no formal patient experience survey necessary.

When patients are able to provide feedback freely and organically, rather than by answering a list of premade questions, companies may receive a more representative variety of responses. Voice analysis software could provide patients with the freedom to give honest feedback and remove any barriers between the customer experience and the feedback the company receives.

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