Research shows only 16% of customers use social media to air their grievances, and only 22% write something on a third-party review site, meaning you need other methods to gauge customer sentiment.
Customer sentiment can also include how your customers feel about your industry and competitors—even current events and trending topics. Improving overall customer sentiment can lead to more satisfied customers.
You can track customer sentiment through various ways—such as surveys and social listening tools—to better understand how elements of your shopping experience influence customer attitudes.
Customer sentiment is a qualitative customer service metric that can be as powerful as sales data. Businesses must gather, measure, and analyze customer sentiment to improve brand loyalty.
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