AI Driven Customer Feedback Collection and Analysis Workflow

Customer Feedback Collection and Analysis

1. Define Objectives

1.1 Identify Key Metrics

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Customer Effort Score (CES)

1.2 Determine Target Audience

• Existing Customers
• Potential Customers

2. Choose Feedback Collection Methods

2.1 Surveys

Utilize AI-driven survey tools such as SurveyMonkey or Typeform, which can adapt questions based on previous answers.

2.2 Chatbots

Implement AI chat tools like Drift or Intercom to interact with customers in real-time and gather feedback directly after purchase.

2.3 Social Media Monitoring

Use tools like Brandwatch or Sprout Social to analyze customer sentiments from social media platforms.

3. Data Collection

3.1 Deploy Feedback Channels

• Integrate surveys on the website and email campaigns.
• Enable chatbot interactions on product pages.
• Monitor social media channels for mentions and reviews.

3.2 Ensure Data Privacy Compliance

Implement measures to comply with GDPR and other relevant data protection regulations.

4. Data Analysis

4.1 Utilize AI Analytics Tools

Employ AI-driven analytics platforms like Google Analytics with AI features or Tableau to interpret feedback data.

4.2 Sentiment Analysis

Use natural language processing (NLP) tools such as MonkeyLearn or Lexalytics to analyze customer sentiments from open-ended responses.

5. Reporting and Insights

5.1 Generate Reports

Create visual reports using tools like Power BI or Looker to present findings to stakeholders.

5.2 Identify Trends and Patterns

Analyze data to identify recurring issues or trends that require attention or improvement.

6. Actionable Recommendations

6.1 Develop Improvement Strategies

Based on insights, suggest actionable strategies for product development, customer service enhancements, or marketing adjustments.

6.2 Implement Changes

Collaborate with relevant departments to execute changes based on customer feedback.

7. Continuous Feedback Loop

7.1 Monitor Changes

Regularly assess the impact of implemented changes on customer satisfaction and engagement.

7.2 Reiterate the Process

Continue collecting feedback to refine products and services, ensuring a responsive and customer-centric approach.