Tag Archives: Overall Satisfaction (OSAT)

What does the co-occurrence graph tell you?– Text Analytics Tips by Gosia The co-occurrence graph in OdinText may look simple at first sight but it is in fact a very complex visualization. Based on an example we are going to show you how to read and interpret this graph. See the attached screenshots of a single […]

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What do satisfied versus dissatisfied customers talk about? – Group Comparison Example – Text Analytics Tips by Gosia In this post we are going to discuss one of the first questions most researchers tend to explore using OdinText: what do satisfied versus dissatisfied customers talk about?

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How to Increase the Amount of Text Data for Analysis – Text Analytics Tips by Gosia If you find yourself slightly disappointed by the quantity or quality of text comments provided by your respondents you are definitely not alone. This is a common problem especially when survey respondents are not compensated for their answers and when […]

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Why most customer experience management surveys aren’t very useful   Most of your customers, hopefully, are not unhappy with you. But if you’re relying on traditional customer satisfaction research—or Customer Experience Management (CXM) as it’s come to be known—to track your performance in the eyes of your customers, you’re almost guaranteed not to learn much […]

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Peaks and Valleys or Critical Moments Analysis Text Analytics Tips by Gosia    How can you gain interesting insights just from looking at descriptive charts based on your data? Select a key metric of interest like Overall Satisfaction (scale 1-5) and using a text analytics software allowing you to plot text data as well as […]

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How many survey questions are needed? Yesterday’s Q&A with BRB prompted an interesting discussions on one of the research related LinkedIn groups I belong to. As a result today I have a semi hypothetical question I’d like to put out to the marketing research community. Let’s assume that a customer satisfaction survey has these four […]

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