By leveraging Text Analytics, companies can analyse comments and as a first step pick out recurring topics (issues) that most customers are talking about (This is represented by the size of the bubble). Now, what Numr Research next is we utilise Regression Analysis to help companies prioritize the issues that have the biggest impact.
Notably, this Regression Analysis model isolates how much impact a topic will have on the overall Net Promoter Score®. For instance, it predicts whether a customer talking about trip cancellations is more likely to give a low NPS, as opposed to the one talking about fares and vice versa. As emphasised in the chart, the customer having issues with trip cancellations is a lot more likely to be negative in their outlook as compared to say car quality. And, this negativity is clearly reflected in the NPS.
Most importantly, this tells companies the topic that they should prioritise and handle first.
oprolevorter
Thank you for the auspicious writeup. It in fact was a amusement account it. Look advanced to more added agreeable from you! However, how could we communicate?