Verbatim Analysis

Client Voice Analysis report

Understand the human side of your data with verbatim analysis

Gain deeper insights with thematic analysis of client comments

Gain deeper insight into your clients’ needs, challenges, and perceptions with our Client Voice report. Part of the Beaton Benchmarks suite of reports, this enhanced qualitative data analysis delves into client comments written in their own words in response to our research. Our report analyses their raw feedback and delivers it with actionable themes and insights that drive improvement for your firm.

Leveraging advanced AI analysis, the report categorises and highlights key patterns we find in your client feedback. It helps to draw context, offering a human voice on the “how” and “why” of numbers presented in a benchmarking report.

We also deliver your full list of clients’ verbatim responses for you to understand and use or investigate further.

What is verbatim analysis?

A verbatim comment is a “word for word” statement we receive in research from respondents to our surveys. Verbatim analysis is enhanced text analysis of the open-ended responses to our research surveys. Organisations use these to better understand the context surrounding good, bad or neutral ratings they receive from clients.

With Beaton’s Client Voice Analysis report, you’ll receive:

  • Sentiment analysis: Gain a clear picture of client sentiment – both positive and negative – towards your firm’s services
  • Specific and targeted results: Filter your results for types of client and levels of satisfaction
  • Prioritised action items: Identify high-impact changes that can immediately enhance client satisfaction and loyalty
  • Thematic analysis: Uncover recurring customer experience themes in feedback that highlight key areas for improvement or celebration
  • The human factor: Understand nuances in the numbers via real client voices that provide context to their ratings

Benefits of verbatim analysis

Client comments are more than words – they’re a window into what your clients truly value, need and expect. Each comment holds the potential to reveal critical insights about their experiences and challenges in working with you. By diving into verbatim feedback, you gain access to the unfiltered Voice of Your Clients®, providing a richer, more nuanced understanding than numbers alone can offer.

Our Client Voice Analysis reports give your data a human voice. While quantitative feedback gives you the “what”- such as satisfaction scores or NPS metrics – verbatim analysis uncovers the “why” behind these results.

Why did a particular client rate your firm poorly for communication?

Why have you received a low score on the likelihood clients will use you again?

Answers to these important questions lie in the details of what your clients are telling our research via verbatim comments.

  • Identify root causes of client satisfaction or dissatisfaction
  • Spot patterns in verbatim feedback before they escalate into challenges or missed opportunities
  • Act on comments and show clients you care
  • Prioritise resources and investments for greatest impact
  • Preserve nuance and emotional undertones that quantitative metrics alone might miss

Beaton's qualitative data analysis from open ended question responses

Beaton offers verbatim analysis reports as part of our Beaton Benchmarks suite. These are available to firms that have already participated in Beaton Benchmarks, our annual client sentiment benchmarking study. By building on the insights gathered through Beaton Benchmarks, a Client Voice Analysis report dives deeper into the qualitative feedback your clients offer. It allows you to unlock greater value from the data you’ve already collected.

The report is tailored to the context of your benchmarking results, providing seamless integration with the quantitative metrics you’ve already received.

For organisations that have not participated in Beaton Benchmarks, we can also conduct on demand client or customer feedback research that includes verbatim analysis on request.

Discover the ‘why’ behind your benchmarking results.
Talk to us about our Client Voice Analysis reports.

Maximise the value of your participation in the biggest professional services client study globally. Talk to us about how verbatim analysis can help your firm understand your clients better.

Contact us

FAQs

Verbatim analysis is an investigation and assessment of the word-for-word comments clients write in responses to surveys. It is a type of qualitative data analysis that sorts through key themes from verbatim responses and extracts customer experience themes, building a client-centric picture for improvement in your organisation.

Verbatim analysis may also be referred to as open-ended response analysis, sentiment analysis, thematic analysis, qualitative data analysis, or data visualisation of verbatims.

Any organisation that has participated in Beaton Benchmarks research can purchase this report. The survey is run annually and professional services firms across Australia and New Zealand participate for free. 

Beaton can also conduct a verbatim analysis of bespoke research or tailored surveys that our expert research team designs and delivers for you. 

Every Client Voice Analysis report includes:

  • Thematic analysis of all client verbatim comments to highlight recurring issues and recurring positive themes
  • Feedback broken down into areas of service and performance for detailed analysis per area
  • Recommendations on how to correct recurring negative comments
  • All (anonymised) client verbatim comments provided in full to your firm for further analysis

Verbatim analyses aren’t always included alongside quantitative data but we feel they are incredibly valuable when researching your clients’ feedback. Understanding why clients gave you the ratings they did, in their own words, can shine light on how to improve.

For example, if you received a low rating on “ease of doing business with”, you may be wondering what exactly you can change to improve that score. The explanations clients provide in verbatims can give reasons – like “the partner was really hard to get hold of”. 

This helps actionability of research as verbatims will tell you – in clients’ own words – how to improve.

Yes, we provide all original client comments in full as part of the report.

Questions that trigger verbatim comments are open-ended questions that have space for the respondent to write our a fuller answer. They allow “out of the box” responses that are impossible to give when selecting an option from muti-choice response survey questions (such as a rating or number out of 10).

Our verbatim analysis reports provide the questions in full, so you can understand the context of your clients’ responses.

Still have questions? Please contact us and one of our team will be in touch to help.