Optimizing Localization User Feedback with ChatGPT

One of the challenges that has always been a kind of drama in the Localization industry is the definition of quality. There has been some confusion about what quality means: confusion in …. the definition of quality itself, perceived quality, linguistic/grammatical quality… on top of that, there are certain clients/consumers who can tolerate low linguistic quality.. .. while others cannot tolerate it and are horrified when they see super wrong translations on a product label

View fullsize

While there have been different models throughout history to measure quality, such as J2450, LISA, TAUS….these linguistic evaluation models do not usually convince product owners, the C-suite, or product teams to support our localization programs.

This is often due to the traditional gap between the localization and product/management teams. Localization teams usually focus on quality, while product teams focus on value. While a localization team measures linguistic quality through metrics such as the number of linguistic errors, the number of internationalization bugs, or the average LQS (Total errors ÷ Total word count)…. the product team tends to focus on aspects such as revenue, conversion, monthly active users ….

For this reason, it is important to find a common area where the localization team, which cares about quality, and the leadership, which cares about revenue, can come together. This common area comes from user feedback.

A product with poor user feedback is unlikely to have a promising long-term future. However, the challenge for a localization team is to explain how poor linguistic quality impacts long-term growth and perception of quality. This is why finding a way to gather feedback from international users is one of the best methods we have to align what matters to everyone working on creating a global digital product: what unites a product team and a localization team is … good user feedback.

However, there’s a challenge for the Localization team when it comes to working to get user feedback.

While gathering feedback from international users is not new, analyzing this feedback has traditionally been complicated. The sheer amount of feedback can be overwhelming, making it difficult to analyze manually. The reason for this overwhelm is that we might receive feedback from multiple channels, such as surveys, social media, emails, and reviews, and all that will lead to a massive volume of data that requires significant time and effort to process. Most localization teams will be unable to analyze this feedback efficiently since much of the feedback is qualitative, consisting of open-ended comments rather than straightforward metrics. This qualitative nature requires careful reading and interpretation to understand the underlying issues, sentiments, and suggestions. Unlike numerical data, which can be quickly analyzed with statistical tools, qualitative feedback demands a more structured approach to extract meaningful insights.

Additionally, feedback can often be filled with noise and biases, making it tricky to filter out what's genuinely helpful. For instance, some comments might be overly positive or negative due to individual biases, while others may be off-topic or irrelevant. Identifying and focusing on feedback accurately reflecting common user experiences and concerns is essential but challenging.

This is where experimenting with tools like ChatGPT can help. ChatGPT can automate and streamline the process, making it easier to handle large volumes of feedback, accurately interpret qualitative data, filter out noise, and bridge language barriers. This ultimately leads to more actionable insights and better-informed decisions.

Next, we will see two ways in which ChatGPT can help us analyze feedback from international users and capture their opinions.

Creating Effective Surveys with ChatGPT

Creating effective surveys is crucial in gathering valuable feedback from our users. Well-designed surveys can provide actionable insights that help improve our products and services. ChatGPT can assist in designing these surveys by ensuring the questions are tailored, clear, and effective.

Tailored questions ensure that the feedback we gather is relevant and actionable. By focusing on specific aspects of our product, we can gain deeper insights into user experiences and areas for improvement. For example, if we're looking to gather feedback on our localization program, ChatGPT can help us draft questions that address key areas such as language accuracy, cultural relevance, and user interface experience.

A prompt for this might be:

I need to create a survey to gather feedback from international users about our localization program. Can you help me draft some questions that are clear and specific?

Topics:
1. Language accuracy
2. Cultural relevance
3. User interface experience

Example of Survey Generated by ChatGPT

Analyzing User Feedback with ChatGPT

View fullsize

Click HERE to download the graphic

Once we have created and sent the survey to our customers, it's time to analyze the results. This analysis can be valid for surveys, reviews, social media feedback, etc., as the process is pretty much the same and consists of the following steps:

Inputting Feedback

Collect feedback from multiple sources, such as surveys, reviews, and social media. Input this data into ChatGPT to get a comprehensive analysis. Once that’s done, we can consolidate feedback from different channels to get a holistic view of user sentiments and issues.

Summarizing Key Points

ChatGPT can help us summarize the key points from the feedback. This makes it easier to identify the main issues and suggestions users provide.

Example Prompt:

Here is some feedback from our international users about our localization program. Can you summarize the key points and categorize them into areas like user interface, language accuracy, and cultural relevance?

Sentiment Analysis

ChatGPT can determine the overall sentiment of the feedback, helping to understand whether the feedback is generally positive, neutral, or negative.

Example Prompt:

Can you determine the overall sentiment (positive, neutral, negative) of the following feedback?

Categorizing Feedback

Categorizing feedback into specific areas, such as user interface, language accuracy, and cultural relevance, helps systematically address issues.

Example Prompt:

Can you categorize the following feedback into areas such as user interface, language accuracy, and cultural relevance?

Interpreting Feedback Data

Once we have summarized and categorized the feedback, the next step is to interpret the data to identify trends and provide recommendations. This allows us to understand the most frequent problems users are experiencing and prioritize them for resolution.

Example Prompt:

Based on the following feedback from our users, can you identify any common trends or recurring issues that we should address in our localization efforts?

Providing Recommendations

After identifying the trends, ChatGPT can also suggest potential improvements or changes to our localization strategy based on the feedback.

Example Prompt:

Based on the analysis of user feedback, what recommendations can you provide to improve our localization strategy? Please include both short-term and long-term suggestions.

In conclusion

Using ChatGPT for feedback analysis has several key benefits that can really improve how we handle user feedback:

- Automation: It automates the analysis of large amounts of feedback, saving time and effort. This will definitely help us improve the process of analyzing all the feedback we receive.
- Accuracy: ChatGPT can accurately summarize and categorize feedback, making spotting common issues and themes easier.
-Actionable Insights: By providing clear, actionable insights and recommendations, we will focus on what matters most to our users, aiding in informed decisions to improve our localization efforts.
- Comprehensive Analysis: This thorough analysis allows for strategic improvements that resonate with both our audience and the product team.

Using ChatGPT for localization feedback analysis offers a powerful solution to the traditional challenges faced by localization teams. By automating the analysis of large volumes of feedback, ChatGPT streamlines the process, making it more efficient and manageable. This automation allows us to quickly process all our feedback, ensuring we can bridge the gap between quality and value and that our localization programs are both effective and aligned with our organizational goals.