
Secondary Research: Definition, Methods & Examples
Secondary Research: Definition, Methods & Examples The ultimate secondary research guide Upgrade your secondary research with agile market research guide. Download Now SHARE THE ARTICLE
Find the best survey software for you!
(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
Explore VoxcoÂ
Need to map Voxco’s features & offerings? We can help!
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Find the best survey software for you!
(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
Explore VoxcoÂ
Need to map Voxco’s features & offerings? We can help!
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
SHARE THE ARTICLE ON
The Voice of the customer is the heart of every business. Brands use the voice of customer programs to understand what the customers are thinking about their products, services and overall brand. They gather customer experiences through surveys, interviews, focus groups, social media platforms, etc.
With this advancement in gathering valuable data from the customers in abundance, there is a need for a better and efficient voice of customer analytic techniques than ever. The gathered needs to be treated well in a manner that its analysis will provide you valuable ideas and insights to work on.Â
The main focus of voice of customer analytics is to make use of data science and automated analytical tools to make the raw gathered data into a piece of information. This information is then converted into knowledge when the experts are done analysing, and this knowledge is used in practice to transform the brands’ development.Â
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Voice of customer analytics has been transforming at a rapid speed since technology started taking over businesses. Various data science tools and experts are mastering the art of handling massive datasets with a few clicks. These times, it is pretty obvious why it is necessary for businesses to make use of the voice of customer analytics. Apart from that, the voice of customer analytics helps to:
Given all the benefits of using the voice of customer analytics in your organization, in this section we will look at various forms of data collection for getting started with your voice of customer analytics:
This is a very straightforward way, where the customers directly interact with the brand. This interaction happens through the different available voices of customer data collection techniques like surveys, interviews, brand’s social media handles, etc. there is a representative of the company who is listening to these customer feedbacks.Â
This feedback method works for both B2B and B2C markets.Â
This form of feedback is always hidden. You will need experts to draw out these indirect customer feedbacks from various platforms where they comment. Meaning, you might have seen customers discussing products in the comment section of a shopping website, or on the brand’s official websites. This is not just customers expressing their views, this is valuable customer feedback that you need to pay most attention to. Sometimes customers tend to slide their honest feedbacks through such conversations. You need to keep a keen eye to watch out for such key points.Â
Inferred feedback is often collected when the customers interact with the organization. It can be their call about any issues or any sort of interaction. Inferred feedback is collected through CRM software. This type of data gives you ideas about what future marketing strategies you should inculcate and what is the customers’ intent through analysing their conversation with the organization. This does not require customers to explicitly give their feedback.Â
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Secondary Research: Definition, Methods & Examples The ultimate secondary research guide Upgrade your secondary research with agile market research guide. Download Now SHARE THE ARTICLE
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