Agi Marx
Your survey results look awesome. The scores are high and customers seem generally happy. Most survey responses have top-box ratings, which means the customer selected one of the two highest rating options. Nothing to worry about, right? Not so fast. There might be a hidden danger lurking in those positive
Discover why text analytics is the best way to find meaningful insights in customer responses.
In this article, we explain how to evaluate the accuracy of coding survey responses. Whether coding is manual or automated, we recommend using the same method and explain here how it works in practice. Why measuring the accuracy of coding matters Responses to open-ended questions in surveys are full of
Maya Angelou once said “people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Results from a recent Mckinsey study demonstrate what this means for businesses: After a positive customer experience, more than 85 percent of customers purchased