If you are an app developer, you know how important it is to gather valuable customer insights from your app reviews. To effectively collect customer feedback, developers utilize a variety of methods, including NPS & CSAT surveys, in-app surveys, and feedback forms. By doing so, you can improve your customer experience, increase customer loyalty, and grow your business. However, analyzing thousands of reviews manually can be time-consuming and inaccurate. That’s why you need to adopt a more efficient approach, such as automating customer feedback analysis with AI-powered tools that can handle large volumes of data and provide qualitative insights.
Text analysis automation is the solution for smarter, faster, and more accurate review categorization. In this guide, we will show you how to monitor and analyze your app reviews using the right tools and explain the benefits of analyzing user feedback on app stores using these tools.
When it comes to analyzing qualitative data for review, knowing the proper techniques can significantly impact the insights gained. Collecting data is the first step. Let’s say you’ve already collected customer feedback. Now what? Utilizing these methods not only streamlines the process but also uncovers valuable insights that can drive app improvements and strategic decisions.
Analyze Customer Feedback by Numbers
Once you have collected all your app reviews in one place, you can start analyzing them. To analyze customer feedback manually is a time-consuming and subjective task, best suited when dealing with a small volume of feedback and having ample time at your disposal.
To be more efficient, you can upload or sync your customer feedback with ClientZen, which automatically analyzes your uploaded reviews using various analysis techniques, such as sentiment and topic analysis. By choosing to analyze feedback data through ClientZen, you leverage a dashboard that contains all the information you need for a quick customer feedback analysis.
We’ll start our analytics journey in this dashboard to analyze the numbers first.
ClientZen’s dashboard displays these numbers at the top of your dashboard. The numbers include the total number of reviews, key insights from those reviews, trending topics by numbers, negative sentiment drivers, and churn rate.
Planning immediate action is easier by monitoring these numbers. The numbers give an overview of your customers’ satisfaction with your product or service. Various customer feedback analysis methods, including manual analysis, automated tools, and AI-powered analysis, offer different approaches to understanding customer feedback. Understanding the customer feedback analysis process is crucial for distinguishing between insightful and non-insightful data, ensuring businesses can make informed decisions based on their customer feedback.
Perform Sentiment Analysis
Sentiment analysis is a technique that uses machine learning to analyze the emotions expressed in comments or reviews. It functions as a customer feedback analysis tool by including features like sentiment analysis to automatically segregate and analyze feedback. It helps to determine whether the sentiment is positive, negative, or neutral. A feedback analysis tool goes further by centralizing multi-channel feedback data, providing instant data visualizations, and facilitating the analysis and visualization of customer feedback data without coding expertise. By knowing the sentiment present in your app reviews, you can understand what your customers are happy with and what they are not. This information can help you decide what to improve or change.
Negative sentiment can be turned around or avoided altogether if you collect feedback and act on it in a timely manner. Analyzing feedback data is crucial in this process, as it allows for categorizing and visualizing customer feedback for actionable insights. Positive sentiment can help you understand where you are pleasing your customers and what you could do more of.
Aspect-based sentiment analysis is useful when looking at both sentiment and topic together. This analysis gives you a deeper insight into how your customers feel about specific topics regarding your app. It can help you understand the urgency of the review and if it’s something that needs to be dealt with urgently to avoid future issues. Effective sentiment analysis plays a key role in improving customer satisfaction by enabling businesses to measure and track satisfaction metrics, ultimately understanding customer behavior and experiences better.
Conduct Topic Analysis
An advanced technique for analyzing reviews is topic analysis. This involves a machine learning model that scans your reviews and tags them based on different topics. This approach is useful because it can highlight where issues occur most frequently and where immediate attention is required.
Performing topic analysis manually on a large number of reviews is practically impossible.
You can see what topic analysis looks like in ClientZen's dashboard below:
Topic analysis and keyword analysis are two distinct approaches to analyzing customer feedback. While keyword analysis involves identifying and categorizing specific keywords or phrases, topic analysis takes a broader view and considers the entire subject matter of the feedback. By analyzing the feedback in its entirety, we can gain a more comprehensive understanding of the customer's experience and identify patterns and trends that may not be apparent through keyword analysis alone.
360-degree Customer Feedback Analysis
Having all your analysis consolidated in one place simplifies the entire process, making it easy to share with different teams and stakeholders. Moreover, having all relevant information at your fingertips allows you to make accurate, data-driven decisions much faster.
That's why visualizing all your results in a dashboard is crucial. With ClientZen, all this information is readily available in a dashboard that serves as a go-to place for both analytical and less technical users. You no longer need to perform these analyses every time you need to make a decision, as all the necessary information is summarized in your dashboard.
Conclusions
ClientZen is a powerful tool that helps you better understand your customers and improve their experience. It gathers feedback from various channels and presents it in a user-friendly dashboard, making it easier to determine what your customers really want and need.
With ClientZen, you can simplify your analysis of the customer journey and provide experiences that exceed their expectations. It's an excellent tool for streamlining operations and enhancing services. You can try our 30-day free trial during your next customer feedback analysis process.
Customer feedback made easy
Customer feedback tagged automatically
Real-time customer sentiment scores
Pain-points evolution over time
