Complementing NPS Surveys with Online Reviews

Date of publication: October 13, 2021

Catalogue: Webinars 2021

Companies: Caplena, Tegut

Abstract:

Why only survey when you can also leverage online reviews? 

Online reviews, for example from Amazon, Google Maps or Apple Play Store, can be a great complementary source of customer feedback to get a more complete picture of what your customers think about your product or service. Moreover, this external data source enables you to benchmark yourself against your competitors, providing a holistic picture of the market.
In this webinar, you will:

  • Learn how the German retailer Tegut leverages Google Map Reviews to understand what customers think about their in-store experience
  • Get hands-on guidance on how to obtain online reviews for your product and competitors
  • Hear best-practices on how to analyze open-ended reviews and how to combine the results with NPS surveys
  • Learn how to deal with multi-lingual reviews
  • Understand caveats when working with online reviews such as how to detect trolls

  • Video
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