{"id":13137,"date":"2016-12-27T14:55:04","date_gmt":"2016-12-27T13:55:04","guid":{"rendered":"https:\/\/mopinion.com\/?p=13137"},"modified":"2023-10-01T11:50:11","modified_gmt":"2023-10-01T10:50:11","slug":"wat-is-website-feedback-analytics","status":"publish","type":"post","link":"https:\/\/mopinion.com\/nl\/wat-is-website-feedback-analytics\/","title":{"rendered":"Wat is website feedback analytics?"},"content":{"rendered":"<h4>Website feedback analytics geeft inzichten in wat bezoekers ervaren op jouw website. Website feedback analytics is een mooie aanvulling op andere tools die het (klik)gedrag analyseren, zoals <a href=\"https:\/\/analytics.google.com\" target=\"_blank\" rel=\"noopener\">Google Analytics<\/a>. Aan de hand van user feedback krijg je inzichten in hoe klanten je website ervaren. Met andere woorden: website feedback analytics legt het verhaal achter het klikgedrag van je bezoekers bloot.<\/h4>\n<hr>\n<p><\/p>\n<p>Er zijn verschillende soorten klantfeedback software: van simpele tools waarmee je eenvoudig klantfeedback verzamelt tot aan zeer uitgebreide analyse tools, inclusief <a href=\"https:\/\/mopinion.com\/en\/4-things-to-consider-when-building-a-digital-marketing-dashboard\/\" target=\"_blank\" rel=\"noopener\">zelf in te richten dashboards (data-visualisatie)<\/a> en <a href=\"https:\/\/mopinion.com\/en\/reduce-churn-using-text-analytics\/\" target=\"_blank\" rel=\"noopener\">tekst-analyse<\/a>. Er is dus voor ieder wat wils, maar het is belangrijk om te bepalen wat je precies wilt bereiken met jouw feedback project. Klantfeedback analyses geven je bedrijf een helder overzicht over wat er precies moet veranderen en wat je kunt verbeteren, mits je dat op de juiste manier doet natuurlijk. Om je op weg te helpen hebben we drie belangrijke voordelen van Feedback Analytics software op een rijtje gezet:<br \/>\n<\/p>\n\t\n\t\t\t\t\t\t<div class=\"clientapp blog_form\">\n\t\t\t\t\t\t\t<hr>\n\t\t\t\t\t\t\t<div class=\"row xs-pb-50\">\n\t\t\t\t\t\t\t\t<div class=\"col-md-6  col-sm-6 pd-bl-cor darktrial-form-header\">START JE GRATIS PROEFPERIODE<\/div>\n\t\t\t\t\t\t\t\t<div class=\"col-md-6 col-sm-6 trial-form-img\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/themes\/Mopinionated\/images\/darktrial_icons.png\" style=\"margin-top: 15px;\" alt=\"Mopinion Icons\">\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t   <div class=\"col-md-12\">\n\t\t\t\t\t\t\t      <form id=\"hero_pardot_form\" name=\"regForm\" action=\"\/trial-email.php\" method=\"post\">\n\t\t\t\t\t\t\t            <div class=\"darktrial-form-border input-group placeholder-lg\">\n\t\t\t\t\t\t\t               <input id=\"Pardot_Business_Email\" name=\"BusinessEmail\" type=\"text\" placeholder=\"Jouw email\" class=\"darkinput-form-bg input-form-e form-control\"  value=\"\" required=\"true\">\n\t\t\t\t\t\t\t               <span class=\"input-group-e-btn input-group-btn\">\n\t\t\t\t\t\t\t               <button class=\"input-form-e-btn btn btn-primary\" onclick=\"return validateForm()\" id=\"submitButton2\"><strong>Mopinion nu uitproberen!<\/strong><\/button>\n\t\t\t\t\t\t\t               <\/span>\n\t\t\t\t\t\t\t            <\/div>\n\t\t\t\t\t\t\t      <\/form>\n\t\t\t\t\t\t\t      <p id=\"errorMessage\" class=\"error-color-red\"><\/p>\n\t\t\t\t\t\t\t   <\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"row trial-form-bulletpoints\">\n\t\t\t\t\t\t\t\t<div class=\"col-md-12\">\n\t\t\t\t\t\t\t\t\t<ul class=\"darktrial-form\">\n\t\t\t\t\t\t\t\t\t\t<li style=\"padding-left:0px;\">Verzamel onbeperkt feedback<\/li>\n\t\t\t\t\t\t\t\t\t\t<li> \u25a0 <\/li>\n\t\t\t\t\t\t\t\t\t\t<li> Gratis 14 dagen proberen<\/li>\n\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<hr>\n\t\t\t\t\t\t<\/div>\n<p>Om je op weg te helpen hebben we drie belangrijke voordelen van Feedback Analytics software op een rijtje gezet:<\/p>\n<h2>1. Feedback analytics geeft inzicht in trends<\/h2>\n<p>Voor het analyseren van klantfeedback is het volgen van trends misschien wel het meest belangrijke onderdeel. Trends geven weer waarom processen verkeerd gaan. Langere termijn trends helpen je met het vaststellen van statistische afwijkingen, of met het vaststellen van een belangrijke trend waarmee je aan de slag moet gaan.<br \/>\n<br \/>\nAls je inzoomt op individuele feedback zie je waarschijnlijk een hoop klachten en boze berichten. Staar je daar niet blind op. Probeer het grotere plaatje te zien, voer verbeteringen door aan de belangrijkste knelpunten in de online klantreis en kijk wat het effect is op de waardering en conversie.<br \/>\n<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2016\/12\/28124226\/trends.jpg\" alt=\"Mopinion: What is website feedback analytics - Trends\" width=\"650\" height=\"400\" class=\"size-full wp-image-6969\" \/><\/a> <\/p>\n<h2>2. Filter en vergelijk<\/h2>\n<p>Feedback analytics helpt je met het gemakkelijk in kaart brengen van grote hoeveelheden feedback data. Zo kun je onder andere scores visualiseren in charts en in widgets. Je bepaalt zelf welke data je visualiseert en hoe je jouw feedback dashboards inricht.<br \/>\n<br \/>\nJe kunt op verschillende manieren feedback metrics berekenen; denk aan het gebruik van <a href=\"https:\/\/en.wikipedia.org\/wiki\/Net_Promoter\" target=\"_blank\" rel=\"noopener\">Net Promoter Score (NPS)<\/a> of <a href=\"https:\/\/www.customerthermometer.com\/customer-surveys\/customer-effort-score-calculation\/\" target=\"_blank\" rel=\"noopener\">Customer Effort Score (CES)<\/a>. Combineer deze data met de data die je al had, zoals met de datum of periode, de pagina waar de feedback vandaan komt, de browser of het besturingssysteem van de gebruiker of het device. Dit geeft antwoord op vragen als:<\/p>\n<ul>\n<li>Op welke pagina\u2019s krijgen we de meeste feedback?<\/li>\n<li>Hoe goed of slecht vinden bezoekers deze pagina?<\/li>\n<li>Over welke onderwerpen geeft men veel feedback (bugs, complimenten, suggesties, etc.)?<\/li>\n<li>Hoe scoren verschillende browsers ten opzichte van elkaar?<\/li>\n<li>Op welke devices krijgen we de meeste foutmeldingen binnen?<\/li>\n<\/ul>\n<p>Natuurlijk is het noodzakelijk om inzicht te hebben in dergelijke zaken, je wilt tenslotte je website verbeteren. Maar je wilt ook weten waarom een pagina bijvoorbeeld een lage score krijgt. Daarom moet je ook naar de achterliggende commentaren kunnen kijken. In deze commentaren ligt vaak de echte oorzaak verborgen, ook wel de \u2018root-causes\u2019 genoemd. Deze combinatie van kwantitatieve inzichten (scores, aantallen, etc) en kwalitatieve data (open feedback commentaren) maakt Feedback Analytics software zo waardevol.<\/p>\n<h2>3. Laat automatische tekstanalyse het werk doen<\/h2>\n<p>Allereerst: wat is tekstanalyse? Tekstanalyse is d\u00e9 manier om te weten wat er speelt onder jouw klanten. Met tekst analyses breng je niet alleen de kleine problemen in kaart, maar leg je de gehele customer journey bloot. Een aantal mogelijkheden:<br \/>\n<br \/>\n<strong>Woordfrequentie:<\/strong> Dit is de meest simpele vorm van tekstanalyse, waarbij veel voorkomende woorden geteld worden.<br \/>\n<br \/>\n<strong>Woordgroepen:<\/strong> Het inzichtelijk maken van veelvoorkomende woordcombinaties (bijvoorbeeld \u201cproblemen\u201d + \u201clogin\u201d + \u201cresetten\u201d + \u201cwachtwoord\u201d ).<br \/>\n<br \/>\n<strong>Sentimentanalyse:<\/strong> Met bovenstaande technieken achterhaal je welke woorden het meest voorkomen en met welke andere woorden ze het meest gecombineerd zijn. Een sentimentanalyse geeft je een indicatie in welke context je klanten die woorden gebruiken en of dit leidt tot bijvoorbeeld <a href=\"https:\/\/mopinion.com\/nl\/de-top-10-online-ergernissen-in-2016\/\" target=\"_blank\" rel=\"noopener\">irritatie of frustratie<\/a>. Met automatische sentiment analyses krijg je in hoofdlijnen inzicht in het sentiment achter de feedback onderwerpen die veel voorkomen en of veel voorkomende woorden in positieve of juiste negatieve context worden gebruikt.<br \/>\n<br \/>\n<strong>Categoriseren van commentaren:<\/strong> Technieken als machine learning helpen je met het groeperen van automatisch open commentaren. Als je dit proces goed inricht zie je automatisch wat de meest voorkomende onderwerpen zijn. Het systeem herkent veel voorkomende onderwerpen en groepeert op basis daarvan de open commentaren. Met <a href=\"http:\/\/www.sas.com\/en_us\/insights\/analytics\/machine-learning.html\" target=\"_blank\" rel=\"noopener\">machine learning<\/a> kun je het systeem feedback geven of de reacties op de juiste manier zijn ingedeeld. De software \u201cleert\u201d continu van de terugkoppeling van gebruikers (dus of het systeem de commentaren goed of fout ingedeeld heeft), waardoor het categoriseren na verloop van tijd steeds beter verloopt en je gemakkelijker inzichten kunt halen uit grote hoeveelheden feedback data.<br \/>\n<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2016\/12\/28124226\/words.jpg\" alt=\"Mopinion: What is website feedback analytics - Words\" width=\"650\" height=\"400\" class=\"size-full wp-image-6971\" \/><\/a> <\/p>\n<h2>Tot slot<\/h2>\n<p>Heb je belangrijke inzichten gehaald uit je website feedback analytics? Die inzichten zijn pas van waarde als je daadwerkelijk actie onderneemt. Feedback analytics pakketten bieden meestal tools aan die helpen met het omzetten van inzichten naar daadwerkelijke actie. Zo ga je van inzicht naar actie!<\/p>\n<section class=\"clientapp blog-cta blog-cta-between blog-cta-border\"> \n\t\t\t\t\t<div class=\"row cta-header-row\">\n\t\t\t\t\t\t<div class=\"col-sm-10 col-sm-offset-1\">\n\t\t\t\t\t\t\t<h3 class=\"text-center\">Klaar om Mopinion in actie te zien?<\/h3>\n\t\t\t\t\t\t\t<p class=\"text-center\">Wil je meer weten over hoe je feedback verzamelt en analyseert met onze feedback tool? Probeer het 14 dagen gratis! Op zoek naar wat meer persoonlijke begeleiding? Plan dan een online demo in met \u00e9\u00e9n van onze feedback specialisten.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t<div class=\"blog-cta-btn-wrap cta-light text-center\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/mopinion.com\/nl\/demo\/?track=blog-post\" id=\"blog-embedded-cta-demo\" class=\"btn btn-request blog-cta-btn blog-btn-sub btn-primary btn-10\">DEMO INPLANNEN<\/a>\n\t\t\t\t\t\t\t<a href=\"https:\/\/app.mopinion.com\/account\/sign-up?track=blog-post\" id=\"blog-embedded-cta-trial\" class=\"btn btn-request  btn-outline-primary  blog-cta-btn\">Probeer het nu<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Website feedback analytics geeft inzichten in wat bezoekers ervaren op jouw website. Website feedback analytics is een mooie aanvulling op andere tools die het (klik)gedrag analyseren, zoals Google Analytics. Aan de hand van user feedback krijg je inzichten in hoe klanten je website ervaren. Met andere woorden: website feedback analytics legt het verhaal achter het [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":6973,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1889],"tags":[2145,2118],"class_list":["post-13137","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-website-feedback-nl","tag-insights-nl","tag-website-feedback-nl"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Wat is website feedback analytics? - Mopinion<\/title>\n<meta name=\"description\" content=\"Leer meer over wat website feedback analytics te bieden heeft in dit artikel.\u00a0\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mopinion.com\/nl\/wat-is-website-feedback-analytics\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Wat is website feedback analytics? 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Website feedback analytics is een mooie aanvulling op andere tools die het (klik)gedrag analyseren, zoals Google Analytics. Aan de hand van user feedback krijg je inzichten in hoe klanten je website ervaren. 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