How to Analyze Customer Feedback in Retail Organizations: A New Course Designed for Practical Results

If you work in the world of retail business, then you’re likely sitting on a goldmine of customer feedback. The difficulty lies in knowing how to make sense of this data, and then how you ought to apply it.

Our latest online course, How to Analyze Customer Feedback in Retail Organizations, is built to help any retail business professional better understand all of the use cases your feedback can be applied to, and to give you a framework to uncover valuable user insights regardless of which team you operate in.

For each use case, you’ll be guided through a live walkthrough of the Chattermill platform to demonstrate how a practical, structured feedback strategy can lead to smarter decision making.
This entirely free course is the latest in our CX Intelligence Academy series, and awards an industry-recognized certification upon completion. 

Meet your instructor

Leading this course is Tom Whitney, our Global VP of Solutions Consulting. He’s spent the last 3 years working with organizations to help them understand their customers, working 1:1 with their data in the Chattermill platform. Having helped onboard hundreds of retail customers, he’s more than well-versed to help you uncover insights from your feedback data.

What’s inside

With so much customer feedback available to retail organizations, it can be tough to decide where to focus your efforts first. 

To give you a helping hand, we’ve broken down the applications of retail feedback into 7 defined use cases. This gives you a broad overview of how your feedback can drive improvements, along with practical steps to make it happen, but also makes this course a valuable resource for your entire team.

Whether you have a product team looking to improve specific products, support managers aiming to reduce tickets, or CX and insights professionals interested in better understanding their customer pains, we’ve built this course with collaboration in mind. Here’s what’s inside:

VoC Metrics Analysis

In this course, you’ll learn how to monitor metrics like NPS or CSAT over time, break them down by topic, and find out which themes are driving your scores to rise or fall. Click below to watch a sneak preview of the walkthrough section of this course:

Product Returns Analysis

If you’d like to understand what’s driving product returns, this course is for you. With Chattermill, you can uncover what’s driving returns, dive deeper into root causes, and prioritize fixes that can most greatly reduce refunds. 

Digital User Journey Analysis

Learn how to analyze your user’s digital experience with you to optimize each touchpoint to lift conversion. Effectively prioritize which areas to improve after identifying which parts of the online journey are causing the most friction.

Products Analysis

Spot which items spark the most negative feedback, zoom into recurring complaints or praises, and decide whether to rework or retire problematic SKUs. With both a quantitative and qualitative analysis of a product selection, Tom shows you how to build confidence that your initiatives are the right ones.

Retention Analysis

Analyze your feedback to uncover what’s driving your repeat customers to purchase again. By uncovering why some customers return and others never come back, you can address root causes that prevent loyalty.

Share of Wallet Analysis

This in-depth section helps you examine why high spend shoppers are so engaged and to see what holds back lower spend groups. With a guided walkthrough from Tom, you can move to drive more revenue from your existing customers.

Support Contact Reasons Analysis

Break down the top reasons customers reach out to support and find new ways to reduce unnecessary contacts. This section also demonstrates the value of building dashboards to share these insights with the rest of your team.

What else is waiting for you in the CX Intelligence Academy

How to Analyze Customer Feedback in Retail Organizations is a great step towards becoming a more data-driven business professional, but our CX Intelligence Academy also contains a wealth of other courses which are designed to improve both your feedback analysis skills and your approach to CX as a whole.

CX Essentials

If you’re just starting to build a voice of the customer program, this course covers core metrics, foundational methodologies, and how to structure feedback analysis for long-term success.

Foundations of Product Returns Analysis

While our new retail course has a lesson dedicated to returns, this one dives even deeper into specific returns data. It’s a specialized resource for anyone facing large volumes of returns or looking to overhaul their returns process.

‍A Guide to Experience-Led Growth‍

Learn how to achieve sustainable business growth by transforming your customer experience into a competitive advantage.

Voice of the Customer Metrics Analysis

This course zeroes in on NPS, CSAT, and other essential customer metrics, showing you how to improve and track them over time. It’s an excellent way to get a more theoretical understanding of metrics after exploring them in the retail course.

Retention Analysis

Even a small lift in retention can drive significant revenue gains, so this course details how to map churn drivers to meaningful strategies.

Customer Journey Mapping

Focuses on identifying where and how feedback is collected throughout the entire customer journey. While the Digital User Journey Analysis in this new course targets online paths, the Journey Mapping course offers a much broader perspective, showing how to better collect feedback across your entire customer journey.

We also have Chattermill Platform Fundamentals, which serves as a practical introduction to the platform’s features for anyone new to the tool itself.

Click here to enroll and start learning in the CX Intelligence Academy today.

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