Sep
14
Written by:
Sid Banerjee
9/14/2009 1:35 PM
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.
http://experiencematters.wordpress.com/2009/04/29/tracking-your-top-10-dissatisfaction-drivers/