Businesses are finding it increasingly important to understand what customers are saying about them. The general term for the process of getting customer feedback is "sentiment research." Sentiment research is important to business success because it enables companies to understand what customers are saying about their products and services.
You may have heard that companies are sifting through data they've collected to figure out what their customers really think of them. Perhaps that sounds like an invasion of privacy, but they can’t just sit around waiting for things to happen. They need to know the pulse of the people they serve.
Whether it’s on their mobile device or social network, do not miss the opportunity to discover sentiment, good or bad. In the past, you were only able to get customer opinion from customer feedback forms, now we're able to send SMS, emails, and email signature based survey tools. Mobile surveys allow you to ask your customers on their mobile device for valuable feedback wherever they are.
Our survey solution integrates with the tools you use. Major email marketing service providers, SMS services, and more.
Run a franchise or have multiple locations? We can place physical kiosks, or tablets, in your location to get customers feedback in the moment. Our software is robust and easy to implement.
As you probably know, the sentiment surrounding a piece of content often matters more to a person’s experience than the actual content itself. In fact, while 73% of people say a product’s price matters a great deal to them, only 5% say it matters a great deal to their overall opinion of a company. Likewise, while 81% of people say a company’s name matters a great deal to them, only 4% say it matters a great deal to their overall opinion of a company. So, the question is: how can companies get people to focus on what feels right about their products and services, rather than what looks right?
As customer research is concerned with people, sentiment research is concerned with how people think about things. If you want to know how people feel about something, you can ask them outright. You can also use sentiment research to find how people view things they don't know much about.
It may surprise you that many of us have a level of sentiment about a brand's products, a sentiment that can often tell a story about a brand. For example, a particular brand might be associated with a great experience. Or, a brand might be associated with a great experience, but the brand message was impacted by negative sentiment. Or, a brand might be associated with a great experience, but the brand message was impacted by negative sentiment, and the brand message was impacted by negative sentiment, and the brand message was impacted by negative sentiment.
Enabling your customers to express their opinion on your services and products right in the moment they are just about to purchase increases overall sales. Make it easy for them to express both good and bad experiences, or opinions.