Reveal Actionable Insights from Verbatim Comments

Verbatim Analysis

People, whether they are customers, employees or patients, are increasingly voicing their opinions across a variety of outlets, like open-ended survey responses, social media, customer service call centers, etc. Companies ask for feedback through voice of the customer (VoC), customer experience (CX), and Employee Experience (EX) studies. These responses are called “verbatim comments”. While this data can have the richest insights for organizations, it is also the hardest to Collect, Analyze, Visualize, and Act upon.

Ascribe’s suite of leading text-analytics software tools reveal critical insights from verbatim comments that enable organizations to make confident decisions.

Gain Actionable Insights with Text Analytics

Text Analytics & Sentiment Analysis

Text analytics is the process of analyzing verbatim comments, pulling out relevant information, and transforming it into actionable insights. It can help pinpoint with greater specificity not only the shifts in opinions and satisfaction over time and across regions and groups of people, but also the key reasons for the shifts.

For customer satisfaction surveys, is there one bad apple in your customer service area? Do you have a policy innovation somewhere that should be replicated? How will you know, if you don’t know WHY service was “good” or “bad”? Analyze your feedback to find out.

Sentiment analysis is a sub-segment of Text Analytics. It determines if the words used are positive, negative, or neutral, and to what degree.

Ascribe has two Text Analytics tools that enable automatic categorization of any verbatim comments quickly and easily, CX Snapshot and Inspector. These tools deliver results that are intuitive and give an instant overview of their customers’, employees’ or patients’ experiences by revealing key themes and opinions from the data.

Use Sentiment Analysis to Spot trends in data

Learn About How Ascribe's Products Can Help

Text Analytics Fueled by Natural Language Processing (NLP)

Human speech is often ambiguous and includes slang, regional dialects and social context. Natural language processing (NLP) is a type of Artificial Intelligence (AI), having the ability of a computer program to understand human language as it is spoken. It mines text to look for patterns and adjusts program actions accordingly. Ascribe text analytics tools are fueled by NLP, ensuring that the insights are accurate and actionable.

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Categorize Verbatim Comments Quickly

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VERBATIM CODING SERVICES

Whether you require a solution for overflow work, project work, or complete outsourcing services, our team can manage your coding needs in a seamless manner for consistent and accurate results, with:

  • More than 200 years of combined experience in the coding industry
  • High processing accuracy
  • Quick turnaround times
  • Multilingual capabilities, including even rare language requests
  • Cross-disciplinary training, for detailed coding, deep insight and a customized approach to text

For nearly two decades, the world’s largest market research firms and top niche agencies have consistently trusted their client work to Ascribe Services – with that track record and our broad, deep skillset in coding and text analytics, our team is a safe bet to ensure coding quality assurance and optimal understanding of your customer’s experience.

Gain Feedback Quickly with Online Survey Tool

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CUSTOMER EXPERIENCE SURVEYS

Ascribe Surveys is an online survey tool that makes it easy to get fast, reliable customer feedback from across the world. You can collect customer feedback allowing you to make more informed business decisions, understand your marketing impact, and keep a pulse on the health of your brand.

The Only True Experience Measure

The X-ScoreTM

Ascribe’s X-ScoreTM is a new, simpler measure for experience satisfaction. It is 100% based on experience data (unfiltered verbatim comments), analyzed with Advanced Natural Language Processing (NLP). The score combines two key indicators, the frequency of topics mentioned and the sentiment, into one single value. The X-ScoreTM easily measures experience and the key drivers that will increase satisfaction and loyalty.