When it comes to satisfaction surveys, by far the greatest insight comes from your customers’ verbatims. Rating questions don’t get to root cause drivers but open-ended questions can—so don’t shortchange Verbatim Analysis!  

  • Simply reading verbatims isn’t helpful because it doesn’t give you a way to quantify themes.
  • AI-driven text analytics are a start but are only efficient with very large, consistent data sets. And even with text analytics you still need research intelligence to check the results and add new categories and tags when needed.

With our Verbatim Analysis, you’ll have metrics and charts showing WHY your customers feel the way they do. You’ll also have a red-alert system for customers who indicate they need your staff to reach out.

How Verbatim Analysis Benefits You:

    • Robust Discovery
      Discover the root causes driving your customer feedback.

    • Insightful Metrics
      You’ll have Findings Reports that include tagging by department, theme, sentiment, and other key categories.

    Verbatim Analysis

    “Interaction Metrics enriched the value of our data by providing great insight.”

    Melissa Prew, Customer Experience Manager, Konica Minolta


    Melissa Prew, Customer Experience Manager, Konica Minolta

    • Actionable Data
      Our Verbatim Analysis prioritizes your opportunities enabling you to make clear, profitable changes to improve the customer experience.

    • AI-Enabled Analysis
      We’ll show you how far we can go with our AI tools (think Watson on steroids). If AI-driven verbatim analysis is in your best interests, that’s what we’ll do. With very large data sets AI-based text analytics can be a great option.

    Want to see an example of a Verbatim Analysis Report? Fill out the contact form and we’ll send you an example to download.

    Why ask for comments if you don't measure what customers are saying?