Explore how Comparative Analysis can enhance your understanding of "the why" behind user ratings and give you the insight needed to enhance your product's user experience and also foster early collaboration with key business partners such as Product Marketing, Sales, Customer Success and Customer Support. Below are some examples of how to use x- and y-axis to dive deeper and uncover actionable insights.
See also:
📊Pro Tip: For every X & Y combination, you can compare yourself against peers to see how you're rated and dive into reviews to understand opportunities across the customer journey. This data will be key to collaborating with Sales or Product Marketing to refine your product's messaging.
Here are some considerations when choosing what parameters to use in your comparative analysis:
⏺️Review Count
This can be used to understand the volume of feedback for your product. A higher review count might indicate a larger user base or more engaged users. It can also help identify products that are getting a lot of attention in the market.
⏺️Overall Product Capabilities Rating
This helps you understand how users perceive the overall capabilities of your product. A high rating here could indicate that your product is meeting or exceeding user expectations in terms of features and functionality.
⏺️Evaluation and Contract Rating
This provides insights into the purchasing process. If this rating is low, it might indicate that users are finding the purchasing or contract negotiation process difficult or unsatisfactory.
⏺️Integration and Deployment Rating
This gives you an idea of how easy it is for users to integrate your product into their existing systems and deploy it. A low rating here could indicate potential difficulties or challenges in these areas.
⏺️Service and Support Rating
This helps you gauge the effectiveness of your customer service and support teams. A high rating here could indicate that your support team is doing a great job in assisting users and resolving their issues.
⏺️Willingness to Recommend %
This helps you measure customer satisfaction and loyalty. A high percentage here could indicate that users are happy with your product and are likely to recommend it to others.
⏺️Overall Rating
This provides a general idea of how well your product is perceived by users. This could be useful in understanding the overall user sentiment towards your product
🔗X- and Y-Axis Combinations
Here are some potential combinations you could use in your analysis:
🎭How do your customers feel overall?
Review Count vs. Overall Rating
A high review count with a low overall rating might indicate widespread issues that need to be addressed.
🗺️Is there any friction that needs to be addressed?
Overall Product Capabilities Rating vs. Willingness to Recommend %
If users rate the product capabilities highly but are not willing to recommend the product, it might indicate other issues within the customer journey affecting user satisfaction.
🔎What parts of the customer journey can be improved?
🤝This is where you can find more opportunities to collaborate with your business partners to improve the overall user experience.
Service and Support Rating vs. Willingness to Recommend %
If the service and support rating is low but willingness to recommend is high, it might indicate that while your product is effective, there could be areas of customer support that need improvement.
Integration and Deployment Rating vs. Overall Product Capabilities Rating
If the product has high capabilities but low integration and deployment rating, it might indicate that users are facing challenges in fully utilizing the product due to integration or deployment issues.
Evaluation and Contract Rating vs. Overall Rating
Take a look to see if the overall product rating is high but the evaluation and contract rating is low, this might indicate that users are satisfied with the product but find the purchasing process team cumbersome.