Why language?
Why analyse language or feedback?
Language is the use of a system of communication which consists of a set of sounds or written symbols (Collins Dictionary).
We use language every day to communicate, impart or exchange information, ideas, thoughts, beliefs, or feelings.
Quantitative data can help us answer the what, how, where, and when questions.
Finding out what’s behind these scores, however, the insight that explains the reasons – the ‘whys’ – can be revealed by analysing text, in this case, the feedback of your service or product’s users.
To find out why people feel this way (satisfied, dissatisfied, neutral, confused, uncertain, etc.) we need context and context, in this case, can only be described by using language.
- How do your participants talk about your services or products?
- What kind of words do they use?
- Do they use specific linguistic patterns to describe a service or a product and the way they feel about it?
Using your customers, participants, or employees’ feedback, we can create a cohesive narrative that will enrich your understanding of people’s experience with your service or product.
What is Customer, Participant, or employee feedback?
Businesses usually aim to provide services or products that satisfy their customers’ needs.
Your team may have a mission, a plan, and a scope, but ...
- Do you really understand your customers or participants and their needs?
- What do people think about your services or products?
- Is there room for improvement?
The first step to developing meaningful and actionable customer insights is collecting feedback to understand what your customers think and how they feel about you.
Customer feedback is information that customers, participants or stakeholders provide about their experiences with a company, a programme, or a product.
This information can help a company understand what customers want and how to improve products or services.
Feedback analysis is the process of analysing open-ended feedback that will help identify what works well and what doesn't.
This kind of information can highlight the needs or frustrations of customers and can be used by companies and organisations to improve their products or services to better meet customer needs.
Why is feedback analysis important?
Understand your customers, participants, or employees.
Listening to your customers’ needs or experiences will help your team understand what they are looking for or expect.
What do people enjoy, and what do they dislike? Feedback can help you understand your customers’ experience and identify areas you need to work to improve.
Show that you care about their opinion.
You want your customers to feel like their opinions are important and that they matter to you.
Ask for feedback. Asking your customers for feedback shows you care about their opinion and want to improve your services or products.
Collect valuable data. Collect data about people and their preferences, thoughts, and behaviors in a systematic manner.
Turn your data into actionable insights. Customer experience data can be translated into practical actions that will help you make your company or organisation grow.
The benefits of analysing the language used by your customers
We make good use of established and well-researched academic linguistic methods and tools to create evidence-based reports that will help your business:
- Understand and Learn from your customers, participants, and employees’ experience.
- Evaluate your services and products.
- Research your strengths and weaknesses.
- Improve performance in existing services.
- Show your impact.
- Inform conversations with internal and external stakeholders.
- Discover what needs to change by evaluating your services’ outcomes and impact.
- Determine potential short and long-term solutions with new approaches and practices.