𝗦𝘁𝗼𝗽 𝗹𝗲𝘁𝘁𝗶𝗻𝗴 𝘂𝘀𝗲𝗳𝘂𝗹 𝗱𝗮𝘁𝗮 𝗹𝗮𝗻𝗴𝘂𝗶𝘀𝗵.
I’ve been working on a project (with AWA digital) on how to make voice of customer information that isn’t in an easily digestible form into actionable insights. If you have App Store feedback, customer service queries, or a general feedback form using data science and a Streamlit app you can convert it into graphs and tables that are easy to consume. You then have a format that turns it into actionable data. This means product teams can use it to improve your product and your broader management teams for understand and benchmark customer feedback.
Insights to get out of the data include:
– sentiment analysis
– specific words people are using (and their association maps)
– themes in feedback
– Making NPS/CSAT feedback actionable
When it’s in prioritised graphs and tables and is all colour coded you start getting insights quickly. Segmentation of time and other attributes in your data (e.g. product type or brands) helps you to understand more and dig into the data.
Unfortunately this is still beyond Chat GPT, but it’s a great opportunity to create rich and useful insights out of data this is just lying around…
Don’t waste time hit up your friendly local data scientist (or me :))
Brendan McNulty 