When you analyse a large set (say 5000 or more) of customer survey responses, it can become difficult to link the overall trend to specific customers and their comments. At this stage it also becomes difficult to find the correlation between a negative comment and it’s impact on the Net Promoter Score (NPS). Customer experience managers can look at what’s trending for each survey and how each element impacts the overall sentiment.
Trending – Sentiment Influence in a Snap
In this release of PULSE, we introduced the Trending tab, which is generated automatically for every survey analysed, and appears next to the Insights. Using the Trending tab, a user can identify the trending entities and how they are influenced by the specific business aspects. Trending entities are identified from the free form comments that the surveyed users provide. Consider this example – in a survey of 1200+ respondents, the word ‘Agents’ kept occurring multiple times. Now to understand what is influencing the sentiment associated with Agents, it is important to look at the different aspects of the business and do a deep dive. ‘Trending’ is that deep dive.
By looking at the word ‘Agent’ in conjunction with the business aspects such as ‘Product Name’, ‘Customer Vintage’, ‘Premium Slab’ etc…, it was seen that whoever had the product ‘Rocketz Unit Linked Insurance’, are influencing the sentiment about the Agent in a upward direction.
Another interesting trend is the positive sentiment of the ‘Buying Process’ for the customers in age group ’12-24′. ‘Trending’, it becomes much easier for the user to correlate insights with the impact on the NPS. It’s like finding the needle without having to look in the haystack.
Drill Drown : Get Down to the Problem
Sometimes the ‘Who?’ is as as interesting as the ‘What?’. The earlier version of PULSE showed the most frequent key words that the came out of the customer feedback. It is now possible to drill down deeper to the specific and verbatim text; combine more than two keywords to analyse and even download a cut of the data for a phrase level drill down.
Oh and before you go…
… Introducing Process Level Benchmarks and an Improved Customer Journey
Process level benchmarks in PULSE allow you to track define goals for each process. So in addition to Organizations level benchmarks and Line of Business level benchmarks, it is also possible to define goals for each process. Pretty cool, if you ask us!
We’ve revamped the customer journey to be slicker than before. Do check it out and let us know what you think.
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