Learning from what people say.
STEP ONE: GATHER IT
Reviews, survey responses, support tickets, complaints, comments.
Real material, not a sample you chose.
STEP TWO: ASK FOR THEMES
"Here are customer responses. Identify the main themes, how often each appears, and quote an example of each."
STEP THREE: ASK FOR THE MINORITY VIEWS
"What did only a few people say that might still matter?"
Summarisation emphasises the common. A serious point raised twice can disappear.
STEP FOUR: VERIFY THE QUOTES
Check a sample against the source.
STEP FIVE: ASK THE USEFUL QUESTION
"What are customers telling us that we are not acting on?"
STEP SIX: PICK THREE
The three most frequent fixable problems.
STEP SEVEN: FIX THEM
Analysis nobody acts on is wasted effort.
STEP EIGHT: REPEAT QUARTERLY
Compare against last time. Did the fixes work?
