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Understanding Base Sheets - Key Drivers

Ahmed Boghdady
Updated

Understanding Base Sheets - Key Drivers

The Key Drivers sheet identifies the aspects of your business that, if improved, will have the biggest impact on your overall customer experience.

To make selections and update the report:

  1. Click a data point in a chart or graph in the content area of a sheet.

    All associated visualisations are updated immediately. A confirmation box displays around the selection.

  2. To confirm the selection, click the Tick (Tick) icon or press ENTER.

Key Drivers

The following table describes the sections of the Key Drivers sheet:

Section Description and actions

SUMMARY

Displays the total number of insight items you have received, the average given score for comments which contain a positive sentiment and the average given score for comments which contain a negative sentiment.

KEY DRIVERS

Identifies how strongly each Taxonomy category correlates to overall customer sentiment. A “four box” plot displays the results.

  • For more information, click Wondering what this means? in the upper-right corner of the TOP 3 DRIVERS panel.

  • To return to the KEY DRIVERS sheet, click Back to KEY DRIVERS OVERVIEW in the lower-left corner.

TOP 3 DRIVERS

Shows the three categories that have the highest correlation to overall customer experience. The top three categories can change depending on the filters applied.

For each category, the following items are displayed:

  • Average given score for the category .
  • (Positive) The Average given score for verbatims that included a positive sentiment for this category.
  • (Negative) The Average given score for verbatims that included a negative sentiment for this category.
  • A sample comment that contained a positive insight for this category.
  • A sample comment that contained a negative insight for this category.