Chattermill

What do you like best?

Gauging an idea of customer sentiment towards products and brand has been of growing importance to us, and with the implementation of Chattermill for our NPS and customer surveys we're able to quickly look at emerging themes and reasons behind any poorer-than-average scores and look into correcting them moving forwards. The system is relatively easy to use, and I had already picked up how to use it prior to the brief introductory session we had.

What do you dislike?

My only quarrel so far with Chattermill is that deleting dashboards / saved queries was initially difficult to find as it is hidden under the options in the top right, but once you know you know - I feel like this is more a complaint of ease of use. Outside of that it seems to be working well.

What problems are you solving with the product? What benefits have you realized?

The main benefits we're seeing is much quicker insight into consumer thoughts and attitudes towards both brand and product range. Ideally this will be put into dashboards for each of our product lines to provide massively more efficient insight across the business. Previously our NPS insight has had a degree of inaccuracy in regards to sentiment and we feel far more confident in the sentiment from Chattermill.