Module °Benchmark: Understanding the Mix effect (Part V)
The Mix effect
Definition: Impact on the average due to changes of both tonality and volumes in the current period
The Volume effect and the Tonality effect doesn’t explain everything because sometimes even if weights are equals (volume effect = 0) new conversation may arise.
The new weight variation (on the current period) has also a new tonality that is totally different from the previous period (ex: if a new population answer now and not before) and that is not catchable with both effects that we have seen previously.
The mix effect is a cross effect between volume and tonality, when new conversation have not the same profile as the previous period. The mix effect is displayed on the last section of the graphics (M).
The formula
The formula of the Mix effect is this one:
For each category:
Mix effect = Delta E-index (of the 2 periods) x Delta Weight (of the 2 periods)
All rights reserved: Qemotion France SAS (2021)
All rights reserved: Qemotion France SAS (2021)
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Qemotion proposes CXinsights.io, a Customer experience solution: A SaaS solution that is capturing emotions from survey comments and webreviews and that is unlocking valuable insights.
The customer experience management platform showcases the emotions along your real customer journey, the interactions with the staff described by your clients etc.
You can therefore determine in an easier way the key action levers like:
- key insights and variations,
- main irritating points,
- main enchantment points.
The platform helps you manage and prioritize the improvement actions you want to launch in order to improve the customer experience. As a consequence, you will increase loyalty and decrease churn levels.
The platform helps you also diffuse information into your organization with automated emotional alert systems, that transform your CRM into a Customer Enriched Emotion Management system (CEEM).
More information on: https://www.qemotion.com