Module °Benchmark: Understanding the Volume effect (Part III)

The Volume effect: 

Definition: Impact on the average due to the changes of relative weights if no change in tonality

Considering the assumption that the customers have kept the same tonality / emotions / emotional index about each category they discuss about, what are the impact on the Global average whenany change arise in the relative volumes (and weights) of one category vs the others ?

Ex1: Imagine the following situation in a restaurant: 

(IMPORTANT : To simplify here, 1 comment = 1 category)

2 periods compared: N vs N-1

Category	E-index N-1	E-index N	Volume N-1	Volume  N	Relative Weight N-1	Relative Weight N
Welcome	30°	30°	1	1	1/4	1/13
Order	10°	10°	1	1	1/4	1/13
Food	40°	40°	1	10	1/4	10/13
Bill	0°	0°	1	1	1/4	1/13
(Weighted) Average	20°  (80/4)	33,8° ↗ (440/13)	4	13		Period N: more comments on food, but same tonality for each category
					TOTAL 1	TOTAL 1

Conclusion: Even if each topic tonality has not evolved between N-1 and N, the global score has improved +13,84°! And that was due to the heavier weight of the category Food on the new average (that was the only change in the data) joined with the lower weights of other categories. That are Pure Volume impacts.
It is easy to understand that’s because the Food category was HIGHER than the average of the reference period that the impact was positive. Imagine Food Eindex N-1= Global average N-1, in this case, even if we increase volumes of the food Category, there would be no impact / increase on the global average.

You can figure out 4 different cases to explain a volume effect on the score: 

Is the impact positive or negative ?	Volume evolution	Relative tonality during the reference period
Positive Volume effect	⇧ Volume or weight	This category emotional tonality was better than average in the reference period
Positive Volume effect	⇩ Volume or weight	This category emotional tonality was worse than average in the reference period
Negative Volume effect	⇧ Volume or weight	This category emotional tonality was worse than average in the reference period
Negative  Volume effect	⇩ Volume or weight	This category emotional tonality was better than average in the reference period

Example of a positive Volume impact on the Global emotional index

In the chart, the volume effect is displayed at the left side when the Details button is activated:

The Volume effect (V) is displayed on the left.

Understand the Tonality effect (Part IV) >

< Back to the Part II. Variance page

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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

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