Esatis
Esatis is the dynamic output interface that allows you to make the most of your customers’ and employees’ verbatim analyses.
Since the design of the first version in 2014, Esatis has been constantly enriched with new features to meet the needs of our customers, as expressed in particular during our User Groups.
Enchantment & Frustration
The Enchantment & Frustration feature allows you to identify those among your customers who express intense emotions: enchanted customers (very positive) or frustrated customers (very negative).
This visualisation also allows you to assess the Potential for Enchantment for each topic; that is to say, the aspects which you will be able to exploit in order to increase the satisfaction of your customers.
Loyalty Impact Score (L.I.S.)
The L.I.S. feature is an ERDIL indicator made for the detection of relevant insights. The Loyalty Impact Score allows you to set up a cross analysis with concepts, tonalities and scores.
Loyalty Impact Score helps you to detect
satisfaction drivers: topics which produce a lot of compliments and a high level of satisfaction.
satisfaction levers: subjects which produce a particularly high level of satisfaction, yet remain underexploited.
weak signals: less frequently mentioned topics which nonetheless produce significant dissatisfaction.
priority areas: topics which combine an important amount of data with a significant satisfaction gap between positive and negative verbatim.
The Customer Journey visualisation
The “Customer Journey” feature sorts verbatim according to the customer journey stages used by your company.
This visualisation enables you to easily identify moments of successful customer experiences and other moments when customers expect more from you.
NPS x Concepts
The Net Promoter Score (NPS) is one of the most widely used indicators and has its advantages, but it also has limitations when considered in isolation. The NPS x Concepts feature enables you to compare NPS profiles (detractors / passives / promoters) with concepts detected in the verbatim.
Thanks to this feature, you can quickly find the NPS scores for each complimented or criticised subject as well as the distribution of NPS profiles (detractors / passives / promoters) amongst the customers who expressed themselves in relation to a specific subject or concept.
Relations between Concepts
The Relations between Concepts feature enables you to identify couples of concepts most frequently mentioned at the same time in the messages.
Concept Trends
The Concept Trends visualisation enables you to identify concepts which are being mentioned more and more frequently in the messages and the ones being discussed less and less frequently over time.
Comparisons
The Comparison feature returns statistic differences between two queries: between two periods, two stores, two types of products, etc.
It allows you to process different volumes. For example, you can compare statistics of a specific month vs. the six previous months or compare a specific store’s statistics vs. national statistics.
