Page Variance: Other parameters of the chart
4 main bars in the waterfall chart
The categories are automatically discovered into the comments and reviews written by your customers. Through the variance page, the target is to explain the score evolution(s) using the detected categories during the reference et the current periods.
To get this information, the following elements should be managed for the considered metrics (E-index, CSAT, Recommandation scores, etc):
- Comments without scores but with emotions should be excluded from the analysis
Depending on the survey rules defined, some customers may not give a score but may leave only a comment. Those comments need to be excluded from the analysis.
- Comments without emotions / categories but with scores should be excluded from the analysis
Some comments are very generic and may not contains any topic, even if the customers left a score. Those comments need to be excluded from the analysis.
- Scores without comments should be excluded from the analysis
The waterfall chart will explain what is comparable and explainable, the evolution of the score of the comments with categories:
| Global scores, reference period | Global scores of comment with categories, reference period | Variance to be explained | Global scores of comment with categories, current period | Global scores, current period |
| A | B | C-B | C | D |
Only the category variances that are superior to 0.1 are figured on the chart.
Y-axis zoom
Zoom on the Y-axis is possible if you want to focus the attention of your audience on the variation. For that, you may reduce the size of the Y-axis (right side, purple bar).
X-axis zoom
Zoom on the X-axis is possible if you want to focus the attention of your audience only on the center of the chart and therefore eliminate the right and left side.
For that, you may reduce the size of the X-axis using the purple bar on the bottom of the chart (bar below, purple bar).
Category Order and depth of analysis
For the whole chart, you can define the category order with a dedicated option.
Summary
All rights reserved: Qemotion France SAS (2021)
All rights reserved: Qemotion France SAS (2021)
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
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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