This week we analyzed Customer Reviews for Bluetooth Headsets. As of this date we monitor 30 products in this category and analyzed 2,977 reviews written by their customers. However some of these products have not accumulated enough reviews to produce statistically representative and accurate metrics, so we filtered them out of the competition. The second round disqualified any product that failed to meet Customer Expectations with its Functionality, Reliability or Support.
Motorola H680 2010 Piplzchoice Award winner 44.5% above average Customer Satisfaction in its Category The winners are chosen by their customers
This week we have introduced a new functionality to our site. Registered users can now compile, save and monitor their personalized lists products regardless of their categories association.
The following are examples of use:
1. A Product Manager, who is responsible for a ipod docking station and a computer speakers, can now assemble both products into one list for monitoring and reporting. In the past she would need to produce two reports from respective categories;
2. A Brand Marketing Manager, who researches competitive landscape of Tablet computing devices, can select and save a specific sub-set of this category that is pertinent for his analysis. In the past he would have to filter out the products outside of his desired data set every time he would want to export the report.
The management of personalized product list can be done from the PRMIR
or by clicking on Create New Product List link on MyAccount/MyList form as seen on the top screen shot. That action will open dialog offering a user to save the new list name and a form we you can search, and add products to the list.
Thank you for providing your ideas for improvements and keep them coming.
This week we analyzed Customer Reviews for Computer Speakers. As of this date we monitor 136 products in this category and analyzed 10,265 reviews written by their customers. However some of these products have not accumulated enough reviews to produce statistically representative and accurate metrics, so we filtered them out of the competition. The second round disqualified any product that failed to meet Customer Expectations with its Functionality, Reliability or Support.
Logitech Z-3 Wood Grained 2.1 Speakers
2010 Piplzchoice Award winner
20.3% above average Customer Satisfaction in its Category
The winners are chosen by their customers
For full list of products in this category and Customer Reviews used for this research, select “Computers & Accessories > Computer Speakers ” Category in Product Reputation Market Intelligence Report.
This week we analyzed Customer Reviews for Point & Shoot 10 MP Digital Cameras. As of this date we monitor 765 products in the Digital Cameras category and analyzed 66,481 reviews written by their customers. However some of these products have not accumulated enough reviews to produce statistically representative and accurate metrics, so we filtered them out of the competition. The second round disqualified any product that failed to meet Customer Expectations with its Functionality, Reliability or Support.
Panasonic Lumix DMC-ZS1 2010 Piplzchoice Award winner 7% above average Customer Satisfaction in its Category The winners are chosen by their customers
For full list of products in this category and Customer Reviews used for this research, select “Camera & Photo > Digital Cameras > Point & Shoot Digital Cameras” Category in Product Reputation Market Intelligence Report on this site.
This week we analyzed Customer Reviews for 52-inch Televisions. As of this date we monitor 472 products in the Televisions category and analyze 36,475 reviews written by their customers. However some of these products have not accumulated enough reviews to produce statistically representative and accurate metrics, so we filtered them out of the competition. The second round disqualified any product that failed to meet Customer Expectations with its Functionality, Reliability or Support.
Samsung LN52A630 1080p 120 Hz LCD HDTV 2010 Piplzchoice Award winner 9% above average Customer Satisfaction in its Category The winners are chosen by their customers
For full list of products in this category and Customer Reviews used for this research, select “Televisions & Video > Televisions” Category in Product Reputation Market Intelligence Report on this site.
This week I committed a double SNAFU, so I would like to apologize and to make appropriate corrections. Our selection process for the award needs some improvements and cannot be relied exclusively on semantic definitions of categories. Remote controls category happen to contain devices for TV, garage openers and other applications that should not be considered as competing products. I apologize and will update the selection process for the next week.
This is the correction
This week we analyzed Customer Reviews for Remote Controls. As of this date we monitor 90 products in this category and analyze 12,772 reviews written by their customers; however some of these products have not accumulated enough reviews to produce statistically representative and accurate metrics, so we filtered them out of the competition. The second round disqualified any product that failed to meet Customer Expectations with its Reliability or Support.
URC RFS200 2010 Piplzchoice Award winner 29% above average Customer Satisfaction in its Category The winners are chosen by their customers
Say you’re a product manager responsible for a line of MP3 players. One of the players is not selling well, in spite of various promotional activities including two price reductions within the last six months. You still can’t find lift.
As with any product development cycle, you conducted focus groups and researched the market to determine the optimal feature set for your target audience, at a compelling price point. The research didn’t yield any unexpected or actionable results.
In addition to handling your regular workload, you have several hundred online customer reviews collected over the last 60 days to plow through. It’s vital to read these reviews but you simply don’t have the bandwidth to go over them all with an attention they require. You need an easy way to filter out relevant customer themes that provide quick, current, actionable insights from customers.
Competitive products offer almost the exact same features as your MP3 player at a similar price. You’re now working on a next- generation player but aren’t clear on what the “must have” features should be for this version. Not only is your market data ambiguous, but also it’s now stale after all this time.
Sound familiar?
Enter Amplified Analytics. Using AAI’s Product Reputation Market Intelligence Reporter (PRMIR), which is based on semantic analysis of customer reviews and behavioral economics models, product managers and key decision makers can quickly segregate and analyze key performance indicators (KPIs) like Customer Satisfaction (CSI) with a product functionality, reliability and a quality of support.
Top category selections, such as MP3 players, on the PRMIR data entry screen are, easily identifiable and simple to find. Users can see the ratio of reviews to products, using a significant product sampling (in the case of the MP3 player, 75:1). All listings are date stamped, so that users know precisely when data has been updated. In just four mouse clicks, a product manager is able to generate meaningful functionality rates for his or her product;
The PRMIR interface allows customers to make multiple selections of competing manufacturers and filter the number of reviews and ranges for several performance indicators, including Customer Satisfaction Index (CSI), Product Functionality Score (PFS), Product Reliability Score (PRS) and Product Support Score (PSS).
When recalculating the CSI factoring out this specific design issue, the MP3 player in question outscores the competition by 4.2%. An up-to-date analysis with easily importable data is available in less than 15 minutes; the entire process takes less time than a normal lunch hour. Most important, stakeholders walk away with accurate data and tangible feedback to ensure customer satisfaction and profitability of future products.
This excellent article by Eric Tsai is full of practical and useful information. I am glad Eric have addressed the issue of customer insights and how it can be used in an organization.
If the sales staff knows what words or questions your target audience used most frequently when talking about your product, they can craft a better sales pitch. If product engineers realize how many different ways people actually use the products they create, they can improve and create better products. If the design team identifies how your customers come to visit your page and where they clicked, perhaps they can increase the conversion rate on your next campaign.
In my experience this knowledge, even if it is available within an organization, is rarely utilized for a process of resolving customer problems with a specific product or in a new product development process. Product Marketing organizations often seem to be more inclined to use “customer” feedback they solicit, via panels and focus groups other then analysis of unsolicited voice of the real customers, who actually purchased their products. I suspect it is the issue of control, and in my opinion, it contradicts the notion of “Social” relationship with customers. Another potential reason of the disconnect is a nature of “soft” raw data, extracted from chats and and forums, does not easily translates into the structured information required by enterprise processes and systems.
The registration is no longer required to research customer satisfaction scores for the products or categories of the products you may be interested in. Just proceed to select a Category of product, subscribe and are ready to for analysis.
BTW the short cut for selection of a product subset is available – Ctrl-F would open the window you can use to identify a string of characters or size, then use Highlight All function and select boxes left of the highlighted products to Filter.
This week we analyzed Customer Reviews for Networking Products. As of this date we monitor 322 products in this category, but some of them have not accumulated enough reviews to produce statistically representative and accurate metrics, so we filtered them out of competition. The second round disqualified any product that failed to meet Customer Expectations with its Reliability or Support. The winner of Piplzchoice Award is Cisco-Linksys EZXS16W EtherFast 10/100 16-Port Workgroup Switch.
For full list of products in this category and Customer Reviews used for this research, select “Computers & Accessories/Networking Products” Category in Product Reputation Market Intelligence Report on this site.
