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7) Insight module

Insight module

The insights module is a tool to help you analyze written data even further. When there is a significant dataset of text data, it is challenging to see patterns and create usable information.
The Insights module counts words and wordgroups that are utilized in the received feedback. With this tool, you can group certain words (example: arrive, arrival and arrived) and through your selected filters Focus Feedback will analyze the used words by your customers. Within the Insights tool, you can look at patterns on a significant data scale and zoom into this data until specific responses. The insights tool is showed below. (depending on your authorizations)

Insights, NPS segments

The main page of the insight tool where you can analyze your data

Explanation

  1. Filters to get your desired Insights list
  2. The total amount of responses that are active in your selected insights list
  3. Quick menu to go back to the start or another segment, when analyzing the data. (is a miniature version that represents the six squares in the middle)
  4. The data is selected by promoters, Passives, and Detractors. The Insight words are counted by positive feedback or negative feedback by one of the groups. Within the squares, you see the top five most used words and the absolute count of that word
  5. Highlights are words (Topic list) which you will determine as very important for your organization. The insight tool will show these topics in this square. Example: everything that has to do with danger for your customers is a top priority. You make a topic list with every word that could be related to threat. When a response has one of this words in the feedback, it will be shown in highlights
  6. Statistics give you some extra data for the selected insights
  7. In this example, we will click the word Engineer, used a lot by our promoters, but within the question for improvements, the screen now will show the content of the responses with the word engineer by this customer group as shown below:
  8. This is your search history; as shown we are within insights, we clicked on promoters with improvement feedback and then on feedback with the word engineer. When you go deeper into the data the search bar (like a bread-crumb) will track where you went. It is also possible to go back by using this search bar
  9. Here you see the details of the word you clicked on. “Improve” is the most used word in the feedback combined with the word “engineer”. When you click on “improve” the insights module will make a new list with the most used words within the responses containing “engineer” and “improve” and so on.
  10. When you select a word the button “Topics” appears. You can add the selected word to a topic, for more information see ‘Topic list’
  11. When you select a word the button “Stop list” appears. You can add the selected word to the stop list, for more information see ‘Stop list’
  12. This shows the total amount of responses. When you are deep enough in the data you can click on “show responses,” and the table will show the received feedback as shown below
  13. Here you can see a record of the responses of your customers to your selected data.
  14. Here you can export your chosen selections to a pdf or an excel file

Insights, Stop list

The stop list is a list of words build up over time; these words will not be added to the Insights tool. You can add words to the stop list within the insight tool or at the stop list tab.

Explanation

  1. Add a new word to your stop list (a pop-up screen will display)
  2. In the pop-up screen, add a new word and click “ok” to add this word to your stop list
  3. A list with all the words added to your stop list
  4. Button to delete a word from your stop list

Insights, Topic list

Your topic list is the place where you can combine words and connect thes to a topic. This can be, because words are inscribed differently or because you want to analyze them under the same group. Under this tab, you can add new topics or manage existing topics for the Insights tool.

Explanation

  1. A list of your existing topics, here you can edit your current topics (a pop-up screen appears)
  2. The topics with a star are selected as highlights. They will be shown in the highlights square within the Insights tool
  3. Button to remove a topic from your list
  4. When you select a topic on the right, it will show the value/words added to your chosen topic
  5. Add a new topic (a pop-up screen appears)
  6. The pop-up screen that displays when adding or editing a topic.
  7. The topic name is the name used in the list and Insights tool
  8. Value is the words that are added to the topic
  9. If you select this topic to be a highlight, this topic will show in the highlight box within the Insights tool