NPS Verbatim Analysis

Purpose

The NPS Verbatim Analysis dashboard enables you to drill-down into the verbatim, based on the classification module. The NPS Verbatim Analysis uses a Tree map chart to enable users to drill-down into the classification data. To assign meaningful callbacks, users can drill-down into the raw written customer feedback. From here they can be assigned to any other Focus Feedback user (input for the CLF module).

The NPS Verbatim Analysis dashboard consists of three components:

1. Tree map categories: Tree map chart of all the classified feedback. The Tree map is the central hub of the NPS Verbatim Analysis dashboard. All clicks and drilling-down is done within the Tree map. The other two components are just here to give extra information or reactions on the choices made within the Tree map.
2. Performance of feedback categories: Table that shows the data from the Tree map over time. The table reacts to the choices made within the Tree map and shows the related data.
3. Overview of selected subcategories: Verbatim you can directly assign calls to employees. This call will be added to the CLF module.

It is necessary to classify your responses through the Classification module before the NPS Verbatim Analysis provides data.

NPS verbatim analysis Authorization

The NPS Verbatim Analysis dashboard is accessible by clicking in the menu on “Dashboard”; as a sub-item, the NPS Verbatim Analysis dashboard is shown. If this doesn’t show please contact your administrator. To enable this dashboard, the user-group of the logged-in user needs to have the proper authorization. When the authorization is added the dashboard will show in the menu after logging out and back in again.

NPS verbatim analysis Filtering

When the NPS Verbatim Analysis Overview dashboard is opened a pop-up screen is shown. Within the pop-up screen you can put your initial filters for running the dashboard. The filters contain three different sections:

1. Date filter. Here you can choose the time period for which you want to run the dashboard.
   1. You can choose your own time period by clicking and filling in the date from and date to fields.
   2. You can choose a preset time period. This is a quick select option and the date filters will be filled automatically. When a period is chosen the application will automatically set the best period filter for your selected time period. You can always change this.
2. The Period filter determines how you want to group your selected time periods. The Table in the second part of the NPS Verbatim Analysis dashboard shows the Tree map data over a time period. This filter chooses the grouping of that time period.
3. The Team filter determines if you want to see data from all teams or only from one team.

After setting your desired filters click on “Generate” to create the NPS Verbatim Analysis dashboard. When you generated the dashboard you can always go back to the filtering screen by clicking the filter icon on the top left of the dashboard next to the title.

NPS Verbatim Analysis dynamic filters

Segment filter

When the NPS Verbatim Analysis dashboard is opened the segment filter can be found in the top right corner of the dashboard. The segment filter allows you to dynamically change the data within your dashboard to only show NPS segments. It is also possible to combine data from multiple segments. As a default the segments filter shows data from all segments. Segments are:

• Promoters: Customer who gave an NPS score of 9 or 10
• Passives: Customer who gave an NPS score of 7 or 8
• Detractors: Customer who gave an NPS score between 0 and 6

The segment filter can be changed by clicking the sliders.

Sentiment filter

When The NPS Verbatim Analysis dashboard is opened the sentiment filter can be found between the title and the segment filter. When feedback is classified each label can be classified as positive or negative. Each classification label has connected feedback records, some which talk positively about this label and some which speak negatively about the label. With the sentiment filter you can choose to only load feedback with your selected sentiment. For example: Our selected classification label which we are drilling down on is “Waiting Time”. We set the sentiment filter to only show positive. This means the dashboard will only load data which, when classified, are classified as feedback that speaks positive about the company’s “Waiting Time”.

NPS verbatim analysis component 1 (Tree map categories)

When the filters are set accordingly the Tree map is generated. The Treemap shows all your classified responses in one Chart. The chart is defined by blocks.

1. Each block has three datapoints which give additional information on the content:
   1. Shows the name of the block. This is the title of the main classification or sub-classification group.
   2. Shows the total amount of classified records within the block. This numbers determines the size of the block.
   3. Shows the average score (based on the score from the NPS question). The average score of the block determines the connected color scheme.
2. Every block that is bordered by a white line indicates the border between main classification groups.
3. A Main classification groupis divided by sub-classification groups; these represent the sub-classification labels.

Tree map categories zoomed

When clicked on, the main categories within the Treemap will zoom. The content of that main classification group will become the entire chart. In this example, we click on the selected main classification group “Verwachting Consument”. The Tree map will now show the connected data to the classification sub-categories.

1. The Grey header becomes functional as a “Back” button. This will navigate back to the original sate of the Tree map.
2. All sub classification labels are defined with the same data (Title, Responded and Average).
3. The third component at the bottom of the Tree map will show all connected verbatim to the clicked main classification group.

When a sub classification label is clicked the Verbatim at the bottom will only show the verbatim that is classified within that selected sub-classification label.

NPS verbatim analysis component 2 (Performance of feedback categories)

The second component in the NPS Verbatim Analysis dashboard is a table which provides extra data based on the Tree map. This component by it self is static and cannot interact with the user. The table will change based on the choices made within the Tree map. The table shows the amount of responses per period:

1. When zoomed within the Tree map this title shows the zoomed-in, main classification group.
2. Shows the responses per time period:
   1. Time period is based on the “Date from” and “Date to” choices made within the filters.
   2. Grouping (day, week, month, year) is based on the “Period” filter.
3. Shows the classification main categories, or when zoomed in from the Tree map, it shows the connected classification sub-categories.
4. 
5. Highlights when a sub-classification label is selected within the Tree map.

NPS verbatim analysis component 3 (Overview of selected sub-categories)

The last component within the NPS Verbatim Analysis dashboard shows the connected Verbatim. Here the connected feedback can be analyzed and feedback that needs a call-back or follow-up action can be assigned to an employee. When verbatim is assigned it is added to the CLF module. This means the employee will get an automated e-mail (if the CLF module is set up). From this point that employee can find the call within the “My Calls” section of his/her Focus Feedback application. The consumer verbatim is explained below:

1. Shows verbatim based on the selection within the Tree map:
   • When a main classification group is selected. Shows verbatim of connected sub-classification groups.
   • When a sub-classification group is selected. Shows verbatim of selected sub-classification group (Highlight added in table).
2. Shows the connected NPS score.
3. Shows additional information connected to that record.
4. Call-back icon is based on the call-back question:
   • Green: Consumer answered “yes” on the call-back question within the survey.
   • Red: Consumer answered “no” on the call-back question within the survey.
   • Grey: Call-back question was not added to the survey.
5. Shows the verbatim the consumer answered as improvement and strength within the survey.
6. Button that allows you to assign the feedback to an employee and enter the CLF module.

When the “Assign” button is clicked on, a pop-up window will open. Within this window you can search the employee you want to assign the call to. The employee that you want to assign the call to needs to have a Focus Feedback account. Don’t forget to set up the CLF module: “Automated assign e-mails, CLF results, etc.”. When the call is assigned the “Assign” button is replaced by text: