Understanding the metrics: introduction

Understanding the metrics: introduction

  GETTING STARTED  


Chapter I: Understanding the metrics

Introduction

Through the multiple projects deployed based on real data, Q°emotion has developed an useful expertise that has been put at the service of its customers and that facilitates the detection of actionable insights. In particular, the cross analyses carried out use 4 relevant emotional indicators based entirely on the analysis of comments.

We will study each concept in the following pages.

Executive summary

  1. The main emotion of the comments along with the 6 primary emotions
  2. The emotional index©
  3. The emotional intensity©
  4. The speech engagement ©
  5. Satisfaction, recommendation and NPS scores




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What is Qemotion? We are providing CXinsights.io, A SaaS Customer Experience solution to analyze emotions into customer feedbacks. Our goal is to identify and prioritize pain points in the Customer Journey, reduce churn and enhance the customer experience.