Hello everyone.
It is Senzaki of Dialogue Platform Asia, Inc.
We are supporting companies that are offering better products and better services to "build and verify hypotheses" necessary to solve problems.
Last time "The essence comes from the deep insight of the FA. (Part 1: Quantification of FA)" I introduced that we can quantify the responses of FAs by setting the questions that make FA mandatory and that is led to discover the new hypothesis.
This time, we will introduce about one reference how to analyze the responses of FAs in an effective manner.
Grab the hint of real hypothesis from the responses of FAs!
The responses of FAs tend to be end after only reference as one of the qualitative data. We will dig this data deeper a bit. For instance, the case is that you want to grab the root cause for a trouble which has received many complaints from customers. The questionnaire is “What do you think the root cause for this trouble?” As the response for this questionnaire, customers mentioned the root cause by themselves without any dependence on the set choices.
This is the moment to discover the real root cause.
Build the hypothesis from the quantification of FAs!
Next, you will quantify these responses of FAs. By quantitative analysis of the expressed root causes, you can reach new root causes which are not in the set choices. This is the choices created by the customer’s real intention. It is necessary for you to grab the real root cause.
Organize the hypothesis for reflecting on your business!
Finally, the point is how you let the customer’s real intention reflect on your business. Speaking of root causes, they are classified to self and other responsibility as one point of view. Some customers think the responsibility on themselves. In those cases, you will cuddle closely to each customer’s voice and use this hint for the future measures. On the other hand, if the root cause on you or your product/service, just improve those only.
Such a device that directly connects to your business will affect the evaluation of the survey results. Responses of FAs are the shortcut to solve your business theme. We have receiving the many voices such as “We finally understood why we were unsatisfied with the survey results.” from our clients.
For responding to the real requests from customers, we would like to recommend that you will review the FA settings in designing quantitative verification.
If you are interested in this theme, please do not hesitate to contact us in your convenience.
Thank you very much for reading by end this time.
For everyone and your family, please turn to self-esteem.