Top Labels

Top Labels shows you the top-performing labels for your survey. You can see them either;

  • Distribution view to see the percentages of different sentiments per Smart Label

  • Absolute view to see how many times a certain sentiment has been triggered per Smart Label:

Most Problematic Areas

The second graph shows you the worst-performing Smart Labels. You can either see them in the "NPS" view to see how often a certain Smart Label was triggered in a detractor comment or in the "Sentiment" view to see how often a certain Smart Label was triggered in a comment with negative sentiment:

In the most problematic areas chart, the base line are only detractor comments. The calculation is # detractors talking about the specific smart label/# of all detractor comments → this is showing you a simple ranking which topic within your detractor topics is named most often.

Most Impactful Labels

The third one shows you the top 5 and bottom 5 most impactful Smart Labels based on how much they affect the overall NPS score for the selected time range. This allows you to understand which topics provide the highest lever for you to improve your NPS.

The impact is calculated in the following way:

Impact Smart Label X = (NPS of All Smart Labels) - (NPS without Smart Label X):

→ this leaves you with the difference and is showing you how much of your NPS score is dependent on a certain topic.

The baseline here are all comments (all score types).

Solutions to common questions

Q - What is the difference between a detractor comment and a negative sentiment?

A - A detractor comment is the feedback provided by someone who has given you a score from 0-6, whereas a negative sentiment has been determined based on the feedback itself.

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