Posts Tagged: Positive scores

Why you need to mine positive scores for negative themes

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 surveys. One client I worked with had as many of 5% of their top box survey scores contain negative comments. In other words, the score…

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Customer Experience Update