How to use Impact

The Impact tool requires scores in your data set ie. Net Promoter Score (NPS), Customer Satisfaction (CSAT) or 1-5 star ratings.

The Impact tool displays the effect of each base and sub-themes on your Net Promoter Score (NPS) or other score type. 

The Impact tool calculates NPS or other score type using only responses with a score and text comment and doesn't consider responses with no comment.

Feature walkthrough

The base themes are shown in the left bar graph, organized by greatest positive or negative impact. The right bar graph shows the impacts of the sub-themes of the last selected base theme. You can select a base or sub-theme by clicking on it. The selected theme will have the grey arrow pointing towards it.

Any applied filters, their number of comments and average score is displayed at the bottom of both graphs and will update as you filter your data. You can hover your mouse over a base or sub-theme to see it's score, number of comments and data filters.

The selected theme will be named in the right section and have its related comments shown. 25 comments are loaded by default   which   you can scroll up and down to view. Scrolling to the button will show a load more comments button, which will load another 25 comments at the bottom.

You can download all comments related to the selected theme as a .csv file by clicking the download button. You will be prompted to choose the file's save destination on your computer. This .csv file will contain additional information, like the themes Thematic has identified in each comment and sentiment score.

The Impact tool allows you to view either the Impact and Score of each theme, use the menu to alternate which is displayed. You can also sort the themes by highest or lowest impact or score.

Impact (Selected by default)

  • How different your NPS or other score type would be if the comments mentioning the theme didn't exist.
  • Example 1: In an NPS survey with a score of 50, the theme "Disappointed" has an impact score of -10. If all the comments mentioning "Disappointed" didn't exist, the NPS would be 60, 10 points higher.
  • Example 2: In a CSAT survey with an average score of 6/10, the theme "Satisfied" has an impact score of 2.5. If all the comments mentioning "Satisfied" didn't exist, the CSAT score would be 3.5/10, 2.5 points lower.

Score

  • The average NPS or other score type of each individual theme.
  • Example 1: In an NPS survey with a score of 50, the theme "Disappointed" has a score of -40. The NPS score of only comments tagged with "Disappointed" is -40.
  • Example 2: In a CSAT survey with an average score of 6/10, the theme "Satisfied" has a score of 8/10. The CSAT score of only comments tagged with "Satisfied" is 8/10.

Impact and Score calculation formulas

Filters

Impact is compatible with any filters you can apply except for score type filters ie. Promoter, Detractor or 1 Star. Those filters are ignored because impact and score become identical.

Applying an orange filter will add an adjacent set of orange bars to the graph to represent the second filtered set of data . Remember to consider the score of each filtered set of data, since they can be different. it will also load a set of related comments for each filter, select which one to view by clicking on it above the displayed data

Downloading related comments will have an option to download each set of filtered data individually.

Adding an orange filter allows you to sort by greatest difference in theme impact or score. Difference will be selected by default once you apply an orange filter.

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