Module °Benchmark: Understanding the Tonality effect (Part IV)
The Tonality effect:
Definition: Impact on the average due to changes of tonality if no change in weights
Considering the assumption that the categories have kept the same weights, what are the impact(s) of the changes in tonality on the global average ?
Ex1: Imagine the following situation in a restaurant:
(IMPORTANT : To simplify here, 1 comment = 1 category)
2 periods compared: N vs N-1
Conclusion: Even if each topic weight has not evolved between N-1 and N, the global score has decrease -10°! And that was due to the LOWER TONALITY of the category Food in the current period (that was the only change in the data). That is a Pure Tonality impact.
For each category:
Tonality effect = Delta E-index (of the 2 periods) x Relative Weight N-1
The same effect can be calculated for the Satisfaction averaged scores, Recommendation averages, etc.
In the graphics, the tonality effect is displayed at the center when the Details button is activated:
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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