Updates to sentiment analysis
Introducing better sorting, word clouds and driver trend analyses
Colour coding and sorting
We’ve changed the colouring of the chart to green and red. Green represents drivers that contribute to satisfaction and loyalty. Red represents drivers that contribute to churn. The chart is also sorted in descending order, making it easier to understand your top drivers of focus.
Use the drop-down to display the top 10 sentiments (positive or negative) in a word cloud. The word cloud can be exported like any other chart.
Experience driver trend analysis
A new drop-down allows you to explore trends for any experience driver. This helps you to determine if issues are being resolved and are reducing over time. Similarly, you can check if loyalty drivers are increasing over time.