[Take this course](https://academy.chattermill.com/cart/add_product/3339378?price_id=4243465)

- 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

### 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.

1. ### Introduction

1. Introduction

2. ### Use Cases

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 reach out

3. ### Assessment

1. Retail Feedback Quiz

[Start Now](https://academy.chattermill.com/cart/add_product/3339378?price_id=4243465)

.jpg)

### About this course

* * *

- Free
- 9 lessons
- 0.5 hours of video content

Tom Whitney

VP of Solutions Consulting