Visualise customer feedback in Excel
Valme Claro concludes our tutorial series on using Excel to manage customer survey data with a look at a couple of advanced visualisation techniques.
Previous articles in this series looked at how to calculate Net Promoter Scores (NPS) and how to analyse open-ended responses from customer satisfaction surveys to pinpoint potential areas for improvement.
This third and final article in the series will illustrate three different ways to visualise the influence of the themes indentified in the open-ended text responses to an NPS survey.
Impact of themes on NPS
The first approach highlights positive themes collected in response to the survey question,“What do you like the most about our service?” In the example, the data has been collected from surveys distributed twice per year during the past three years. Six themes emerged as the most common: range of services; advice provided; price; website; software and communication.
Step 1: Arrange all the relevant data in columns. In this case we have included the date of the survey, the frequency (number of times that each theme has been mentioned), and the NPS for each subgroup:
Step 2: Calculate the average frequency and the average NPS of the subgroup over time. In the case of “range of services” the formulae are =AVERAGE(C4:C9) for the average frequency and =AVERAGE(D4:D9) for the average NPS of the subgroup:
Step 3: Summarise the NPS of each subgroup in one column:
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