Against a user defined set of 'Red Flag' topics, see detailed feedback and customer details.

This helps you make direct contact with customers who have expressed serious or urgent issues, such as:-

You set filters for the dashboard reports - this shows the top issues mentioned by your customers

Where you also collect customer satisfaction scores or recommendation scores, you can set score ranges to show just customers who are most dissatisfied, or who would not recommend your business.

In this way, you can quickly identify the issues that drive dissatisfaction and churn

Clicking on the topic name takes you straight to the original feedback text and the customer details, so you can quickly identify the real issues that cause dissatisfaction and derive action plans to fix the problems - and to follow-up with individual customers

You can save a fixed list of your priority topics, and see the volume of hits for each of these topics in your filtered record set.

You can update your Favourite Topics list at any time, either from your existing set of Perspectives topics, or create new Perspectives as needed.

Clicking on the topic name drills straight down to the original feedback text and the customers' details, so you can quickly identify the real issues that customers are telling you about their experience

You may have up to 200 Perspectives that you are using for reporting.

There will be times when you want to see the comments for just a select one, or a few, of these Perspective topics.

With the Topic Selector you can do just that: you tick whichever of the Perspectives you want in your report, then generate the graph to show the volume of each topic in your filtered record set, and then you can drill down to see the underlying verbatim comments to really understand the customer issues

With the cross-tab report, you can set up a simple grid which will show the volume of people for each selected topic cross-tabbed with any other variable in your database.

For example, you could choose to view the topics covering payment problems, direct debit failures and credit card problems

The choose to cross-tab those topics against your store codes

Feedback Ferret will generate the table showing the number of hits in each cell

You can then drill down from any of these cells straight to the underlying comments and customer details to explore further

Quickly see how positive and negative aspects of customer service balance each other, based on the proportion of customers expressing these topics and sentiments.

If you want to know what really drives customer dissatisfaction and defection - come straight to the Heat Map

Here you can see where the topics mentioned by customers are over or under represented across you satisfaction spectrum

This dashboard chart needs some kind of qualitative scoring in your Feedback Ferret database, such as satisfaction score, recommender score, or a churn indicator.

You can then see on the Heat Map where comment topics are significantly over represented across the customer satisfaction groups, helping you to get to grips with the real drivers of customer dissatisfaction and churn

Drill straight down from the Heat Map cells to the underlying customer comments to understand what's really driving customer attitudes

For example, you might see that 'Damaged Goods' is massively over-represented in your 'churned' group of customers; the underlying feedback text reveals that the packaging of some items is unsatisfactory and is causing the damage - a simple fix to keeping more customers

The Feedback Ferret categorisation processing allocates a positive or negative 'Sentiment Score' for many of the Categorisations; each customer record has a net Sentiment Score calculated from their feedback analysis.

You use this dashboard view to can quickly see the range of sentiment, and drill down to the customer records for delighted - or less than delighted - customers

In this dashboard view you can see the major trends in your results data over time.

The report shows the topics with the biggest increase and the largest over comparative time periods that you have set for your filtered record set.

You can quickly see emerging issues - as well as the good and bad topics that have reduced over time.

Feedback Ferret gives you a quick view of feedback response volumes

You can select a variable - such as retail outlet or feedback channel to break down the response volumes and trends