Your customers spend their valuable time taking your survey and answering open-ended questions. Are you listening?

The greatest insights come from listening to what customers say and analyzing their verbatim comments. But you need a coding system. Simply reading comments doesn’t do anything because reading won’t give you a way to quantify themes. Software analytics are a start, but software can only code problems that you already know to look for.

At Interaction Metrics, our Analysts code a statistically-valid sample of customer verbatims. You’ll have real research intelligence, not simplistic word clouds—so you’ll know why customers feel the way they do, what their expectations are and what they prioritize.

With our approach to customer verbatims you get:

  • Robust Analysis: Our research team uses  scientific comment-coding to uncover critical themes and root causes.
  • A Way to Control Risk: We show you which customers you’re at risk of losing.
  • Metrics: Your Findings Report includes Department, Theme and Sentiment Scores supported by your customers’ own words.
  • Action: Our Verbatim Analysis prioritizes your opportunities so you can make profitable changes to improve the customer experience.

Are your customer satisfaction survey comments going to waste? Interaction Metrics Verbatim Analysis uncovers invaluable insights. Want to learn more about how to get the most value from your customers’ verbatims? We’d love to share highlights from our process and examples of our deliverables. Say hello.

What we call verbatim analysis, you might call: text analysis, text mining, sentiment analysis, or word clouds.

Your customers spend their valuable time taking your survey and answering open-ended questions. Are you listening?

You'll have Verbatim Analysis with a Powerful Dashboard Display

Our interactive dashboard gives you total control. You'll have access to a continuous stream of real-time data and metrics, presented in an easy-to-read console format.

With this dashboard, you'll have the tools you need right at your fingertips:

  • Easily see vital real-time metrics at a glance
  • Monitor and compare performance scores over periods of time
  • Keep tabs on problematic categories to make improvements
  • Hear the true voice of the customer with responsive filtering and smart data

Go ahead and see for yourself by interacting with the dashboard. Change the filters on the left to see how the data varies by input such as type of customer, month, etc.

We'd love to show you what we can do. Reach out for a free consult today.

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