The Focus Recommendations module uses predictive analytics to highlight the topics you should focus on - the topics that have the greatest impact on customer satisfaction/dissatisfaction. This can help you prioritize future initiatives.

Using data from sources like NPS or CSAT surveys (any source where a rating scale is paired with an open-ended response) the Focus Recommendations module will identify up to 12 topics and rank the impact of these topics on the associated score. The impact could be positive or negative.

Setting up Focus Recommendations

You will have to set up Focus Recommendations individually for each dataset.

Go to the Sources icon on the left of the screen. From there select the source for which you would like to enable Focus Recommendations, click on the three dots, and select Edit.

Toggle the Focus Recommendations to on. Choose the Rating Scale from your source and then choose the associated open-ended responses. You can only choose one open-ended response variable so choose the one that most closely relates to the scale you have chosen.

On the right side of the panel, drag and drop the rating in order from most positive to most negative. Sometimes elements will appear in the scale that have no value, for example "N/A". It is essential that you remove these elements from the rating scale for the calculation to be accurate. You can do so by scrolling over the unwanted element and selecting the remove symbol at the right. Once all parameters are set, select "Save Changes".

Understanding Focus Recommendations

To access Focus Recommendations, click on the Analysis Icon on the left of the screen. If you have more than one source, select the source you want to work with under the Filters panel. In our case we only have one source "Reviews".

The size of the target represents how positive or negative the impact of the topic is on the rating. If a topic is highly positive the target will be larger.

The percentage is the percentage of correlation. The higher the percentage, the greater the correlation between the topic and the rating.

Note: Topics with a higher impact will not necessarily have the highest volume of comments.

Scroll over the target to see details.

Beside each target is the Opinions associated with that Topic.

You can add tags to your topics, like you can on other views.

Removing unwanted topics

In some cases, certain topics will be too general and provide little value to the analysis. These topics can be hidden to make room for more meaningful topics. For example, in our Uber Eats project, the topic "uber eats", which is the company name, will provide little value to the analysis as everything is related to the company. In this case, select the topic checkbox and then click "Hide".

If you want to see the topics you have hidden, toggle "Display only hidden items". You can unhide items by selecting them from the hidden items list and then selecting "Show".

Chart view

You can also view the Focus Recommendation as a chart by clicking the chart view on the right of the screen. This view divides the Focus Recommendations into four quadrants showing which ones are the Key Strengths and Key Weaknesses and allowing you to easily spot topics for improvement which will most impact the rating.

In the example above we are looking at a Customer Satisfaction Survey for a Telecom company. We can immediately see that Customer Service is the area that needs the greatest improvement order to raise the CStat score.

Learn about these topics in Keatext’s Learning Hub:

Did this answer your question?