What is the difference between Categories and Key-critera
We naturally distinguish the two concepts within the platform as well as in all the selection fields of the filter bar.
The categories
The categories (or themes) are the topics that are automatically detected within the open comments, reviews, or verbatim of the customers. The level of classification can be detailed up to 3 levels of precision called Categories, Sub-Categories and Sub Sub-Categories: any classification performed onto the platform are therefore part of a hierarchy.
EXAMPLE
People > Roles > Cook
Therefore an angry conversation about a category Cook (Sub sub-categories) will have an impact on the parent category Roles (Sub-category) and on the parent category People (Category).
Into the platform, the category tree structure is accessible on the page dedicated Category overview or in the Filter Bar.
The key-criteria
The criteria key are by definition the segmentation information that has been transmitted or included in the data. This includes, for example, location information such as geographic information, or business unit information, or even more detailed customer information (Gender, Age, Customer Generation, New Customer, Loyal Customer, Language of preference, preferences, etc.).
If it is relevant to form groups using this information, to improve analysis depth, then they can be used as axes of analysis and segmentation into the platform. On public sources such as Web reviews, the key criteria are often much less rich than on an ad-hoc satisfaction survey.
THE CASE OF THE CUSTOMER ID
A customer ID that appears in a data file is not really a key criterion because it cannot be grouped and is used instead to search for comments or to transmit future message or information.
Information related to GDPR
As a corporation registered in the European Union, our company is respecting European Personal Data Protection Regulations to protect European citizens. For reasons related to the GDPR, any personal data such as names or emails should be preferably excluded from import. Please contact us if your company see difficulties to anonymize personal information.
How to use Categories and Key-criteria
Categories and key criteria filters are intended to be crossed: through this approach, we will be able to analyze all the opinions on People (Category) for the different Agencies (Key Criteria). We will analyze the Cleanliness (Category) by Club or Hotel (Key Criteria). The results can also be monitored according to the customer profile or client populations, on the various axes of comparison provided. These fields allow you to have a global view of the comments, at a finer level than on the entire batch.
Adapted views are possible in the ° Global module (via the Category overview page), on each customer experience module ( View by Filter), or in any monitoring or customized scorecard thanks to the ° Reporting or ° Benchmark modules.
More information:
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About Qemotion –
We are offering a Customer Experience solution called “Cxinsights.io”. The goal of our SaaS Solution is to capture emotions from survey comments and webreviews to unlock valuable insights, identify irritating points and reduce churn.
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