Built for: CX, service recovery and operations leaders.
What you can do
Ranked root causes
Each cause with case volume, open and resolved counts, severity mix, value at risk and recovered, and how often the fix succeeds, with confidence ranges.
Driver analysis
Which survey dimensions actually move your headline score, with significance and sample size shown.
Themes from open text
Themes found in comments, with example verbatims and each theme’s effect on the headline score. Personal data is removed before analysis.
Blind spots
Causes customers raise in feedback that no case has recorded, so you see what your process is missing.
Emerging causes
Cause trends over recent months and newly emerging causes, with a live feed of tagged verbatims.
From cause to case
Drill from any cause into the cases behind it, and see impact by severity and by cause.
What it needs
- Cases and outcomes from Closed-Loop.
- Survey responses with questions mapped to dimensions, and open-text answers.
Works with
- Closed-Loop: turn unhappy responses into owned, tracked cases.
- Customer Experience: a complete feedback programme across locations, accounts and journeys.
- Action Plans: improvement work with owners, targets and a verdict.