Verbatim Comment Analytics

Much of the value from customer feedback is contained within a few verbatim comments. Survey 360 provides the capability to identify and “code” high-value comments for subsequent action.

If the verbatim comments are from IVR recordings we are able to export these recordings and decode to text (this step is not required for e-mail, web or SMS surveys). We then identify significant words or phrases. This filtering process significantly cuts down on the workload required to listen to each and every comment and reduces the cost of transcription, as only the filtered comments are manually transcribed.

We then “code” the comments to enable subsequent analysis, e.g.:

• Positive or negative comments.
  
• Associated reason for call or contact.
  
• If a complaint is being made.
  
• Whether an individual agent is being commended
  
• Underlying reason for the comments.
  
• If the comments are current or refer to historical events or contacts.
  
• Next actions required.
  
• Priority for action.

By coding verbatim comments in this way, and combining these comments with the survey scores as well as the call and customer characteristics, it is possible to develop a much richer picture of the customer voice and generate actionable insight. Whether that’s via:

• informing process improvement teams,
  
• feeding back to the customer on the actions taken, or
  
• “connecting” the executive with the customer voice by producing weekly/monthly transcriptions/recording of key positive and negative comments.