{"id":23716,"date":"2016-04-06T00:00:00","date_gmt":"2016-04-06T00:00:00","guid":{"rendered":"https:\/\/inmoment.com\/?p=23716"},"modified":"2024-07-24T15:06:11","modified_gmt":"2024-07-24T21:06:11","slug":"tagging-how-to-make-the-most-of-open-ended-nps-feedback","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/tagging-how-to-make-the-most-of-open-ended-nps-feedback\/","title":{"rendered":"Tagging: How To Make The Most of Open-Ended NPS Feedback"},"content":{"rendered":"

The Wootric team is excited to announce a new feature: Tagging.<\/p>\n

A tag is a label you may create and optionally apply to individual NPS survey responses for the purpose of filtering, sharing and performing trend analysis. Our users can now create an unlimited number of custom tags and associate them with NPS responses.<\/p>\n

Why Tag?<\/strong><\/h2>\n

Tagging allows you to\u00a0 implement structure around qualitative feedback to make it both measurable and actionable. <\/strong>One of the most valuable aspects of using the Net Promoter System is getting a constant pulse of qualitative feedback from your customers. When your customers give you an NPS score — whether that is a\u00a0 “3” or a “10” —\u00a0 it is their response to the open-ended follow-up question that gives you the “why” behind their score. This rich, detailed feedback brings the voice of the customer right to the table.\u00a0\u00a0 However, it also presents a challenge. Qualitative feedback is unstructured, therefore it can be difficult to manage.<\/p>\n

Thinking about Your Goals for Tagging: Routing and Insight
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We designed tagging to be very flexible within Wootric, because different businesses will use the feature in different ways. You can create an unlimited number of tags, and can customize them for your needs. There are generally two purposes for tagging, and many of our customers will have sets of tags for both use cases:<\/p>\n

1. Routing<\/strong><\/p>\n

Use tags to assign follow-up responsibility to one or more people or departments within your company.\u00a0 By tagging specific stakeholders, you determine who should be owning next steps on feedback. For example, you might tag an enthusiastic endorsement with “Marketing” so that function can follow-up with the customer about referrals, or using the comment on your website.<\/p>\n

2. Insight: Identifying and Tracking Feedback Themes<\/strong><\/p>\n

Use tags to track comments related to your product, website or your customer’s experience. You may have a good idea of what comments themes already are. Or, you can begin to create tags based on what comes in and, overtime, you may see themes emerge.\u00a0 For example, you may learn that among detractor comments, a high number are focused on, for example, support, shipping, or a particular feature.\u00a0 This will help you understand what issues are most pressing and address them. You can also track how feedback themes are changing over time, and whether you are making an impact with your follow-up actions.<\/p>\n

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Get our ebook, The Modern Guide to Winning Customers with Net Promoter Score<\/span><\/i><\/a>. We\u2019ll show you how to modernize your NPS program for the most successful year ever.<\/span><\/p>\n<\/div>\n

How to Tag Qualitative Feedback in Wootric<\/h2>\n

Start in the Feedback Tab<\/h3>\n

Under every NPS response that comes in to your Wootric dashboard, there’s a prompt to add a tag. You can manually go in and type in the name of the tag that you want to associate with a piece of feedback. To help avoid duplicate tags,\u00a0 the tagging function in Wootric will auto-suggest previously created tags that start with the same letter. This way it is easy for you to select a tag you’ve used before and then add it to new comments as they come in.<\/p>\n

For example, you may receive a positive comment and you want marketing to know what\u2019s working. Tag them by role by creating a \u201cmarketing\u201d tag. As another example, you may receive negative feedback about a new product feature. Tag the team for that product so that they can measure all of the open-ended feedback around that feature, take action, and then measure customer feedback again when changes have been implemented.<\/p>\n

\"Screenshot<\/p>\n

See Analytics in the Tags Tab<\/h3>\n

Once you have implemented tags, you can roll everything up to see the mile-high view within the new Tags <\/i><\/b>tab in your dashboard. Here you can see which tags are associated with the most responses as a result of categorizing this feedback.<\/p>\n

In this tab you can now see the following:<\/p>\n