Our top 5 best sources of Customer Reviews
December 02, 2020
Feedback from your customers is a reliable and comprehensive source to enrich your knowledge of them. Analyzing these comments will allow you to learn more about your customers and optimize their journey. Many sources exist to collect customer reviews, including the most well-known online platforms such as Google Reviews, TripAdvisor or even Trustpilot.
However, these do not fit all businesses. This is why selecting the right platform is essential to succeed in your analysis and to derive truly actionable insights from it.
At Q°emotion, we have developed expertise around customer feedback and we will provide you with our top 5 sources of customer reviews classified by relevance.
1) Opinions from surveys and specialized platforms.
Satisfaction surveys are generally the best sources of advice. Indeed, the opinions are qualitative, rich in terms of content and relevant. When it comes to specialized platforms such as Critizr or Verified Reviews, the main advantage is that reviews come from verified buyers of your product. The quality and authenticity of the verbatim is therefore guaranteed.
In addition, it is usually possible to associate other information such as satisfaction or the profile of the comment.
These two sources are therefore to be favored in the context of an analysis of customer comments.
2) Public Customer Reviews platforms
Very similar to the two previous sources, public customer review platforms are generally relevant. These platforms also have the advantage of being well known to the general public (TripAdvisor, Trustpilot, Google Reviews, etc.) and therefore of generating a lot of verbatims. The comments being numerous and often rich in content, it is very interesting to analyze them to identify your irritants and your points of success.
3) Contact or complaint forms
In third place in our ranking, we find the contact and/or complaint forms. The content of these forms is very often very different from the above sources. Indeed, as its name suggests, most of these verbatims will be negative but the data remains very qualitative. Analyzing these comments will also provide you with a lot of insights.
4) Emails and chat conversations
Regarding the fourth and penultimate source in our ranking, the quality of verbatim will often be lower compared to previous sources. On the other hand, the quantity of comments is very often significant and, therefore, it is always possible to gain insights that are very useful in the context of your semantic study.
5) Social networks
Last but not least, we find social networks. Although very useful for the proximity with customers that they bring, in terms of semantic and emotional analysis, they are not to be privileged. Indeed, you will probably have a lot of content but not necessarily relevant. Most of the time these will be short, loosely structured comments that will give you less interesting insights.
Which solution to perform a Customer Reviews analysis?
The Q°emotion solution allows you to analyze a large number of verbatims in an instant, on all sources, especially those mentioned above.
Our algorithm will analyze the emotions perceived by your customers and allow you to identify your points of enchantment as well as your irritants in order to improve the experience of your customers.
Try Q°emotion for free now on 500 verbatims!
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