This guide helps music store owners understand customer opinions about competitors by analyzing reviews and feedback. Learning what people like and dislike allows you to improve your own store and better meet customer expectations.
Step 1: Gather Customer Reviews
- Look for reviews on competitor websites, not just third-party platforms.
- Check if reviews mention specific products, services, or staff members.
- Notice if competitors highlight positive reviews on their homepage or social media.
Step 2: Ask People Questions
- Create simple, anonymous surveys to make it easy for people to share honest answers.
- Ask about their favorite and least favorite things about other stores.
- Use QR codes or links on receipts to direct people to your survey.
Step 3: Look for Patterns
- Highlight frequently mentioned words, like "friendly," "expensive," or "unorganized."
- Notice if specific services, like music lessons or repairs, are praised or criticized.
- Check if feedback changes over time, like seasonal complaints or praise.
Step 4: Compare Strengths and Weaknesses
- Note if competitors have unique strengths, like offering rare instruments or fast repairs.
- Look for areas where competitors struggle, such as poor customer service or lack of stock.
- Compare reviews to your store's reviews to see how you measure up.
Step 5: Find Big Ideas
- Categorize feedback into themes like pricing, customer service, product selection, or store atmosphere.
- Identify gaps that competitors haven’t filled, like extended hours or special programs.
- Use customer language in your marketing to connect with their preferences (e.g., “friendly help” or “great deals”).
Example Customer Perception Analysis
To create this analysis, we first looked at Google, Yelp, and Facebook reviews for three competitors. Next, we grouped similar feedback into strengths and weaknesses for each store.
Here are the results:
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