Vis-o-the-month: The Feedback Matrix

Vis-o-the-month: I’m pulling visualisation tools from various sources and adapting or reinventing them for small businesses. When there’s a clear original author, I will cite them.

This first visualisation tool was uncredited and I changed it so much it’s effectively a new thing, so please let me know what you think. Is it useful? The Feedback Matrix is aimed at people with a supply of reviews or other feedback from customers. 

The Feedback Matrix

In this age of Google, Facebook, Amazon, eBay, and Trust Pilot, reviews can seem like a make-it or break-it proposition for businesses. Especially small businesses. Especially new businesses.

That 3/5 or even 4/5-star review can be anxiety-inducing, but if you’re scared of feedback or if you take a high average as a pat on the back without a closer look, you are missing an opportunity.

How to Use the Feedback Matrix

There’s valuable insight in those reviews: advice and suggestions that can help you improve your business. The key is in identifying what you can and should act upon. What suggestions should you take? What good experiences can you build on? Putting the reviews into a structure can help you analyse them rationally and build up a list of concrete actions you can take to improve your business. 

1. Download this matrix and print it out.
2. Print out your reviews, cut them apart and place them on the matrix according to their focus.
3. Examine each quadrant, concentrating on the questions in the matrix
4. Look for things that come up over and over again; positive comments on unique or best-practices, and negative experiences it makes sense to address. Write them down.
5. Make a list of actions you can take capitalise on strengths and mitigate weaknesses.
6. Prioritise the actions based on feasibility and potential benefits.

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