Cemantica includes three out-of-the-box reports designed to help you gain valuable insights and better understand your metrics. These reports are:
Journey Overview
Sentiment Analysis
ROI Analysis
They provide a comprehensive view of your data, enabling you to make informed decisions and optimize your strategies effectively.
👉 Unlock the Cemantica reports with the Enterprise package. If you want to know more, contact us at [email protected]
In this article we focus on the Sentiment Analysis report.
Navigating to the Sentiment Analysis report
You can access the Report by clicking on the Reports menu:
The Sentiment Analysis report provides a comprehensive overview of your key metrics, touchpoints and customer sentiment. The report is designed to be visually intuitive, allowing you to quickly identify trends and areas for improvement.
Filters in Sentiment Analysis
The report contains several key filters at the top of the report to customize the data displayed:
Journeys: Filter the data to view metrics related to specific customer Journeys
Personas: Analyze the data based on different customer Personas
Touchpoints: Focus your analysis on specific customer Touchpoints
Metrics: Select specific metrics to focus on
Year: Filter the data by year
By using these filters, you can narrow down the information to what's most relevant to your current focus.
Summary cards
Once you've applied your filters, you'll find key metrics displayed at the top:
Touchpoints: This shows the total number of Touchpoints being tracked
Metrics: The total number of Metrics being monitored
Perceived Sentiment: This represents the overall sentiment as perceived by the company internally. It's an internal assessment of how the company believes customers feel
Actual Sentiment: This represents the overall sentiment derived from direct customer feedback integrated into your customer journeys. It reflects the actual feelings expressed by customers
Sentiment Analysis components
The report also includes a variety of graphs and visualizations to help you understand the data in more detail:
Sentiment by Touchpoint: A star graph showing the relationship between touchpoints and sentiment. This visualization helps you quickly identify which touchpoints are associated with positive or negative sentiment
Sentiment Over Time: A line graph illustrating sentiment trends over time. This allows you to see how sentiment changes in relation to specific dates
Sentiment by Persona Over Time: A line graph comparing sentiment trends across different customer personas. This enables you to understand how different customer segments perceive your brand over time
Sentiment By Location: A map displaying sentiment scores based on geographic location. This visualization provides insights into regional differences in customer sentiment
Feedback Word Cloud: A word cloud displaying the most frequent keywords associated with customer feedback. This helps you quickly identify common themes and topics in customer feedback. (e.g., "expectations", "service usability", "experience", "product" etc.)
Metrics Over Time: A line graph showcasing the trends of various metrics (NPS, CSAT, CES, eNPS) over time. This visualization enables you to monitor the performance of key metrics and identify any significant changes
By understanding these different components, you can effectively use the report to gain valuable insights and make data-driven decisions to improve customer experiences.
👉 You can export every report into PDF format for easy sharing and offline access.
Watch an overview of the Analytics Dashboard to help you summarize and analyze customer journeys and measure the bottom-line impact of your CX program (ROI) and gather key metrics of your initiatives, based on real-time data.