©Amplified Analytics Inc. 206 Water Street, Pt. Richmond, CA 94801

Customer reviews offer insights into channels performance

The most valuable insights are hiding in the intersection of multiple data sources. Specifically, the correlation of units sold/shipped (available internally or from third-party data providers) with Customer Engagement and Customer Satisfaction could be very illuminating.

Knowledge of customer satisfaction and experience delivered by a specific channel can be very illuminating from a brand manager’s perspective. It could be even more enlightening if customer satisfaction metrics also analyzed units sold by each channel and units returned. When these streams of data consistently correlate and/or trend together negatively, it is likely to indicate systemic channel performance problems.

From the channel perspective, customer satisfaction with specific brands – and even more importantly, with specific products – can help optimize shelf space for maximum profitability.

The detailed analysis of customer feedback (reviews) and

customer support communications associated with a

troubled channel or brand can provide root cause(s) and

ideas for corrective actions.

©Amplified Analytics Inc. 206 Water Street, Pt. Richmond, CA 94801

Below is an example of a report on customer satisfaction with smartphones by channel/carrier. The information was mined from 142,369 online customer reviews published prior to March 30, 2013. AT&T customers who use Nokia smartphones reported customer satisfaction 21% above average across all major carriers* and all major brands.

* Sprint did not offer Nokia smartphones during the reported period.

Deeper analysis may reveal customer satisfaction by model, time period, customer gender, age group, other personal characteristic, or geographic region.

Following is another example of a report on customer

satisfaction with small kitchen appliance Brands by channel.

©Amplified Analytics Inc. 206 Water Street, Pt. Richmond, CA 94801

The information was mined from 101,632 online customer

reviews published prior to December 31, 2012. We can

monitor such feedback for various consumer product

categories in a real-time for US and other major markets.

Bed, Bath & Beyond customers who purchased KithcenAid appliances reported satisfaction 23% above average across all major retailers and all major brands included into this study.

Please let us know any questions you may have about our methodology.