Introducing sentiment scatterplots
Our new chart helps you visualise which drivers contribute to competitor differentiation, which drivers are eroding experience and which drivers are emerging as experience pain points.
Use the drop-down on the right to access the scatterplot chart. This chart plots experience drivers on a 2 x 2 grid. The vertical axis indicates frequency — the number of mentions. The horizontal axis indicates performance — the variation between positive and negative sentiment. Both axes are on an absolute scale of 0 to 100.
High performance (>50) and high frequency (>50) drivers are differentiation drivers. These drivers are strongly contributing to loyalty and advocacy.
High performance (>50) and low frequency (<50) drivers are satisfaction drivers. They aren’t creating moments of magic for your customers right now (think passives) but could do with the necessary improvements.
Low performance (<50) and high frequency (>50) drivers are critical issues. They are eroding experience and strongly contributing to churn. Pay strong attention to them!
Low performance (<50) and low frequency (<50) drivers are emerging issues. They may not be affecting a large percentage of your customers for now, but keep an eye on them!
This feature is available on the Enterprise tier.
Other improvements to sentiment analysis
The same drop-down allows you to split the sentiment analysis by respondent segment based on the metrics you’re measuring. This can help focus improvements e.g. where a higher percentage of promoters are unhappy.
This feature is available on the Enterprise tier.
To emojify or not to emojify
We asked and you resoundingly told us that emojis were better!
You can activate emojis across all CX opinion scales in the survey builder. You also have the option to use your form colour or red-amber-green. This will help your respondents with a better visual guideline for their feelings.
This feature is available on all tiers.
