°Module Benchmark: The Variance analysis (Part I)
Introduction
If you are following up your results on a Survey-basis / Monthly-basis/ Annual-basis, you will have one main need: explain why the results evolve between two periods (or two batches) and how to summarize evolutions.
The categories detected into the speech
The emotions detected into the speech
Any filter chosen by the customer
To search for the main causes of evolution (in positive or negative fields) between two periods for the key indicators.
One of the main difficulties we encountered is that the notion of comment and categories are different :
Each comment may have several categories, but only one e-index, one CSAT (Customer satisfaction), one Recommendation score.
When we calculate the comment e-index average AND the category e-index average, the calculation cannot be separated (some categories may have one or more comments which have one e-index).
Therefore how to extract which categories have more impact one the results ?
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