Getting a sense of your company’s overall feedback is great, but much of the key insight from customer feedback come from digging in deeper.
For example, if Detractors most often reference the keyword “support“, it’s likely there are issues with the level of customer support they’re receiving.
If your company has a range of products, properties/filters can help identify the product lines that are excelling, and those that might be falling a bit behind.
In this section, we’ll cover how you can start segmenting feedback by:
- Using properties and filters
- Searching comments
Using properties and filters
As your company sends out each survey, they’ll often also include what we call “Properties”. Properties are extra bits of metadata that your company can pass along with each person they survey. These properties ultimately turn into filters on your sidebar, allow you to slice and dice the feedback you receive on a more granular level.
Common examples include products purchased, location, shipment method, and other similar details.
Here’s what properties look like in a CSV/Excel file:
Above, you’ll see a column for Purchase Experience. That’s a property. Below that column header, you see a few different values for that property – Website, Retail Store, and Mobile App. Both of these components, properties and values, combine to become filters on your sidebar.
What are filters?
Filters are simply values you can select to segment feedback, reflecting the properties your company passed to Delighted. Here’s what filters would look like for the property of Purchase Experience mentioned above:
You can now select any of the filters above to segment the responses shown, and score calculated, based on those different data points (ex. showing the feedback score only for customers who purchased via the website).
The ability to search comments lets you refine responses based on specific keywords. Simply head to the search field, type in a keyword, and we’ll update the responses to only those that match the keyword provided:
If you’d like to search for a specific phrase, be sure to use quotes around the text (ex. “Support Team”, “Product Quality”, etc.) Looking to layer in multiple keywords? Consider building a Trend and adding a range of keywords, such as “support”, “customer support”, “customer service”, etc.
Trying to categorize feedback after responses have been received?
For responses you've already received, check out Delighted's tagging feature for details on how to categorize existing feedback.
Now that you’re able to easily filter through your feedback on your dashboard, we’ll dig into a few other resources that can be helpful for more advanced use of Delighted.