Mood as a management metric
Traditional metrics of customer and employee experience—such as NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score)—have one fundamental weakness: they reduce reality to a number. They say [...]
AI Mood Evolution Report
The Mood Overview Report displays an analysis of the sentiment of open-ended comments from customers or employees. Artificial intelligence plays a key role in this report. It reads [...]
AI Mood Evolution Report
The Mood Evolution Report displays an analysis of the sentiment of open-ended comments from customers or employees. In this report, artificial intelligence plays a key role. It reads [...]
AI Segment Mood Report
The Mood Segment Report displays an analysis of the sentiment of open-ended comments from customers or employees. In this report, artificial intelligence plays a key role. It reads [...]
Overall Experience Score Trend Report
What is the Overall Experience Score (OES)? Overall Experience Score (OES) is an innovative methodology for measuring and managing customer and employee experience, developed by InsightSofa. This methodology [...]
AI Survey Categorization
Categorization (or, if you prefer, labeling) of surveys is one of the key things you will need to do when working with customer (but also employee) experience. At [...]
