Customer Mapping & Insights

Gain Unsurpassed Understanding of Your Marketplace and
How Buyers Compare Your Company and Competitors

Report Methodology

The Customer Mapping & Insights report is based on an enhanced Aspect-Based Customer’s insights Analysis (ABSA) of public customer reviews and supplemental signals for the selected time period.

Data Collection & Analysis:

A focused collection of qualitative data related to the company and its competitive set is conducted. Primary sources include B2B or B2C relevant review platforms like G2, public forums such as Reddit, Google, Yelp, Trip Advisor as well as relevant industry publications. Several thousands of distinct signals are confirmed, understood and analyzed. Quality gates are applied to filter for relevance, geographic location, and adherence to the selected time period.

Analysis Approach:

As data is collected and understood, a stratified hybrid scoring model is used. The scale is -10 (extreme negative) to +10 (extreme positive). Themes were dynamically identified based on mention frequency (>2% share).

Trends:

No market is stationary, as customer preferences and competition change and evolve, so trends in customers' perceptions and sentiments are tracked and mapped. So companies will know how their competitive position changes over time.

Actionable:

Data by itself is not actionable, so the report includes several specific actions a company can and should take to increase the value it provides to customers and its competitiveness and market share.

Example of customer mapping

Company 1 lead customer mapping forQuality and Customer Service but falls short on Speed and Platform UX.

All evaluated companies are perceived to have a negative price/value status, thus, the opportunity to take price is limited unless value drivers such as Quality, Speed and Platform UX can improve.

Example of turnaround

This company understood its customer satisfaction was not up to par and for that reason was unable to take price, and consequently embarked on a process to improve customer satisfaction based on the recommendations of the Customer Mapping & Insights Analysis.

This process included:

  • Refinements of the business process leading to shorter delivery times.

  • Increased and more transparent customer communication.

  • Better and increased training of customer service reps.

This is a slow process, but we can see that it start to yield an improvement in how the company’s customer perceive the company’s professionalism and customer care.

Do you want to know more?

Please fill in the form to the right to receive examples of Customer Mapping & Insights Analysis. To find out if this is right for your company.

Or, email us at hi@sjofors.com