Etuma Blog

Lists by Topic

see all

Subscribe to Email Updates

VERBATIM ANALYTICS Tip #21. Use positive sentiment to identify best practices

[fa icon="calendar"] Dec 22, 2016 9:55:41 AM / by Matti Airas

Being able to use the positive sentiment or NPS score to drill down to the customer comments is a powerful way to identify best practices. The analysis results become even more relevant and valuable when you filter by topic level sentiment or NPS score.

More about NPS score and sentiment correlation in tip #24.

Being able to drill down to the positive customer (or employee) comments contextually gives you a powerful way to identify best practices that you can then share with rest of the organization. 



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.



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.