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