Focus: advanced features to get the most out of your data
Focus offers a wide range of indicators, insights and features to help you leverage all your usable data and gain a 360° view of your customers’ perceptions.
Delve deeper into the topics covered in your customer feedback
Which topics are most important to your customers?
Your customers discuss a large variety of topics, and those which seem obvious to you do not necessarily have the expected impact on customer satisfaction and loyalty.
With our Top/Flop Concepts insight, you can directly discover the top 3 topics with the highest volume of compliments and the flop 3 topics with the highest volume of criticisms.
Detect the emotions expressed by your customers in greater detail
Identify immediately the intensity of the emotions expressed in your customer feedback
With Focus, you can accurately detect customers who have experienced strong emotions, whether positive (satisfaction, enchantment, amazement) or negative (dissatisfaction, frustration, anger).
You can directly identify the different types of themes:
- ‘bonuses’, the ‘icing on the cake’ of the customer experience
- ‘polarising’ themes which always have a significant impact, for better or for worse
- ‘basics’ which correspond to the minimum expected by your customers
Custom Indicator : The Loyalty Impact Score (L.I.S.)
Do you collect verbatim comments and ratings and want to know how to get the most out of these two indicators?
With the L.I.S. indicator, you can detect insights that are more subtle but can have a significant impact on your brand. The Loyalty Impact Score helps you cross-analyse compliments/criticisms and ratings.
Loyalty Impact Score helps you to detect
Detecting churn risk
What are the actual reasons why your customers are turning to your competitor’s brand?
With our Causes of churn insight, you can detect customers who intend to leave your brand and directly visualise which issues have an impact on your customers’ departure to your competitors.
You can quickly identify churn risk and take corrective action to re-engage and re-enchant your customers.
Our analysis can also alert you to legal risks or other types of risks that you wish to detect in your customer feedback.
Promoters / Detractors Feature
Do you use NPS for Voice of the Customer management?
The Promoters / Detractors Feature is made for you: it allows you to compare your NPS scores with the themes detected in the verbatim comments.
Select a theme and visualise the distribution of NPS profiles (detractors/passives/promoters) for that theme. With this feature, you can immediately identify:
- compliments that generate a particularly high rate of promoters
- criticisms that generate a particularly high rate of detractors
Enrich the themes detected with MyConcept feature
You want to target a very specific topic?
With MyConcept feature, you can filter verbatim based on your own custom topics, by combining keywords, existing concepts and specific emotions.
