How to Analyze Customer Feedback in Retail Organizations

Are you looking to unlock deeper insights for your retail business? This course dives into eight practical use cases - from reducing product returns to optimizing digital experiences - all demonstrated through the Chattermill platform.

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Who is this course for?

How to Analyze Customer Feedback in Retail Organizations is a free online course for any retail-based business professionals ready to deepen their understanding of their customers. Whether you’re starting from scratch or optimizing existing strategies, this course equips you with actionable insights and proven frameworks.

  • CX and Insights teams who want to learn how to analyze feedback at scale, from NPS trends to specific product issues

  • Product Managers aiming to minimize product returns, track sentiment across SKUs, and refine their assortment based on real feedback

  • Customer Support managers looking to reduce ticket volumes and uncover the root cause of issues

Uncover common use cases for retail

  • VoC Metrics Analysis

    Discover how to track NPS or CSAT over time, identify the main themes behind your scores, and prioritize the improvements that matter most.

  • Products & Returns Analysis

    Pinpoint the top reasons for returns, break down feedback by product category, and adopt focused strategies to reduce costly returns.

  • Digital User Journey Analysis

    Spot conversion bottlenecks at checkout and other online touchpoints, using proactive alerts and segmentation by device or platform.

  • Support Contact Reasons

    Categorize and track issues that drive customers to seek support, lower the volume of manual inquiries, and shorten resolution times.

  • Customer Retention

    Learn why some customers never return while others become repeat shoppers, and discover how to keep more of them coming back.

  • Share of Wallet

    Reveal what drives high-value customers to spend more, and fix any barriers that prevent lower-spend customers from moving up.

Course curriculum

    1. Introduction

    1. VOC Metrics Analysis - How to improve NPS and CSAT

    2. Product Returns Analysis - Pinpoint return drivers and reduce refunds

    3. Digital Journey Analysis - Streamline online experiences to boost conversions

    4. Products Analysis - Identify product-level issues and refine your assortment

    5. Retention Analysis - Understand and tackle churn to keep customers coming back

    6. Share of Wallet Analysis - Increase the average spend across your customer base

    7. Support Contact Reasons Analysis - Uncover what's driving your customers to reaching out

    1. Retail Feedback Quiz
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About this course

  • Free
  • 9 lessons
  • 0.5 hours of video content

Featuring

Tom Whitney
VP of Solutions Consulting