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6. Track and Analyze Survey Results

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The responses to your customer survey give you important data, which you can analyze and use to make changes to your online business.

Analyzing the data enables you to spot trends and get an overall picture of what your customers think, want and need.

This is why it’s important to ask customers to complete your survey.

Before you continue, make sure you have at least three different responses.

Open the form, and select the Responses tab.

Choose Summary to view data organized into charts and graphs.

This provides an overall picture of customer satisfaction.

A pie chart shows how each customer responded as a part of the whole group.

A bar graph compares the responses to each other.

You can see if a product is popular or unpopular, allowing you to make changes that will appeal to your target audience.

If customers don’t agree on a particular question or can't reach a consensus, then it’s helpful to look at the individual responses in closer detail.

Compare how the individual customer answered each question in relation to the others.

For example, maybe one customer really liked the product but was unhappy overall because of the customer service.

Or perhaps someone really enjoyed the product and customer service, but they were unhappy with the experience of buying through your website.

Analyze these responses closely, and identify at least one part of your business that you can improve.

With these responses you should have a clear picture of customer satisfaction and how to make your online business more successful.

Now, it’s your turn: Use the summary view in your feedback form.

Review your survey data, and charts and graphs.

Use the individual view to analyze customer experience.

Identify one aspect of the business you can change to increase customer satisfaction.

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Instructions
  1. Using the starter data, import a chart or graph from Explorer into the spreadsheet.
  2. Format the spreadsheet using fill colors, freezing rows or another feature.
  3. Identify one aspect of the business you can change to increase customer satisfaction.