What are the Insights?
The Insights are designed to automatically make connections within your data, and surface the most important negative trends, in an easy to understand way. With the Insights, you can easily see what's happening within your data and where your most important issues lie.
In the below example, you can see an Insight around Users frustrated with Lloyds app crashes on Android devices. Its affecting only around 2% of our users, but those that it does effect are very angry, indicated by the severity. This issue has 43,750 euros in lost revenue potential, and fixing it now would give us an RoI of 33,750.
Where can I find the Insights?
Insights can be found from their dedicated page within each card, similar to how we have the Tasks and Compare pages.
How are the Insights calculated?
The Insights AI is able to look at:
what your customers are talking about
how often they are talking about those things over time
the scores associated with those comments
the strength of what they are talking about
Based on the figures above, we do some complex math behind the scenes, and the output is your generated Insights.
How can I look at the Insights?
The Insights are broken up into a few different sections:
Affected Respondents: The proportion of detractors who leave a comment about this issue. We exclude anyone who left a positive score, and we exclude anyone who left a negative score without a comment.
Severity: Based on respondents’ comments, severity reflects the level of seriousness of an issue, rated on a scale from 1 (minor) to 10 (extremely serious).
Severity is determined by the sentiment and strength of sentiment that the customer uses in the open text comment.
A customer saying they "like" a service is less strong than someone saying they "love" a service.
Trend: Tracks how this issue has been performing over time, such as if more or less people are complaining about it this week compared to last week.
Trend Percentage only works on the last 30 days (for now).
If you do not have data within the last 30 days, trend will be hidden.
The graph for each Insights also shows how often you get feedback around this Insight on a per day basis.
Summary: The Insights will use AI to summarize all negative comments around a certain issue. This summary aims to help you understand the Insight without reading hundreds of comments manually.
Can I view how these Insights are affecting my revenue?
Yes, you can click on an Insight to get a deep dive into how an Insight might be affecting your potential revenue.
In the graph below, we can see that as our overall KPI goes down, so does our revenue. The gold line shows our overall KPI for all data in the cards time period, and the blue line is our revenue based on a defined value.
To edit the revenue that the system uses, click the button marked "edit value" on the right hand side.
This brings up a menu where you can define your revenue. The default is 50 euros, but feel free to change that to something that more closely matches your business. As an example:
If you are a hotel, you could choose the average room price for a night.
If you are an e-commerce website, you could choose the median amount purchased by customers at a single time.
If you offer a subscription service, you could choose the cost of the most common subscription type among customers.
If we use 50 euros as our example amount, and 750 people complain about an issue, then that accounts to 37500 euros worth of revenue at risk. Since Insights are only based on detractors that leave a comment, these customers are already unhappy and they have left a comment stating why they are unhappy, that was picked up by the Insight.
What are Silent Detractors?
Silent Detractors are the customers who don't leave a negative feedback, but are still dissatisfied with your service. According to studies, only around 4% of all customers in B2C markets will actually take the time to leave negative feedback - the rest will simply churn without commenting why. This means there is more revenue at risk than just what the feedback may imply.
You can edit the rate at which Silent Leavers is calculated. The default is 4%, but your industry or region may have different numbers. A higher Silent Detractors number means more customers are complaining about an issue rather than just leaving.
Can I use the Insights to calculate my Return on Investment?
Yes. On the Insights page, use the button on the right marked "Set Investment". This will bring up a menu where you can set how much money it would take to resolve the issue associated with this Insight. You can choose from:
Total Estimate: A set amount for how much it would take to resolve this issue.
If you are a software company, and the Insight relates to a bug that takes a developer 10 hours to fix, how much are you paying the developer for those 10 hours?
Cost per feedback: An amount that scales based on the number of people reporting the issue.
If you are a hotel, and the Insight relates to "leaky faucets", this might be the cost to replace every faucet in the rooms where people complain.
Get in touch
📧 Do you have any questions or comments about using Netigate? Please don't hesitate to email Netigate Support at [email protected]