Friday, May 8, 2009

Tracking your top 10 Dissatisfaction Drivers

A few days ago Bruce Temkin, from Forrester research, dissected a report frequently deployed by Clarabridge customers called the "Negative Influence" report.

As stated in his blog: "The Clarabridge Negative Influence report correlates the negative experiences described in the open ended feedback (based on the specific categories of experiences that are described with accompanying negative sentiment) with a low score, and also weights the ranking of most negative influences based on frequency – how often a specific experience is most often associated with negative assessments."

Rather than reposting his blog - here's a link to the piece. There's some good commentary from readers following the blog that's also worth reading.