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VERBATIM ANALYTICS Tip #20. Use negative sentiment to detect problems

[fa icon="calendar"] Dec 22, 2016 9:41:36 AM / by Matti Airas

 The headline tells it all. Being able to use the negative sentiment or NPS score to drill down to the customer comments is a powerful way to find actionable information. Your analysis results become even more relevant and valuable when you filter by topic specific sentiment or NPS score. 

More about NPS score and sentiment correlation in tip #25.

Being able to drill down to the contextually relevant negative customer (or employee) comments gives you a powerful way to extract actionable information from open-ended customer comments.


We are writing a series of blog posts on the topic “25 tips for extracting actionable insight from open-ended comments". If you prefer watching a video, click the link below.

 

WEBINAR VIDEO

 

Topics: Customer Journey, text analysis, NPS, customer experience, verbatim analytics

Matti Airas

Written by Matti Airas

My passion is to figure out how to turn open-text feedback into well structured usable information.