A score between 1 (low satisfaction) and 5 (high satisfaction).

Predicted Satisfaction score is developed by looking at the language used by customers in an interaction and scoring each word using trained data sets.

By using language analysis we can predict a customer satisfaction score for all interactions, not just those customers who are offered and respond to surveys.

Typically less than 10% of customers who are offered a survey will respond. By having the ability to analyze the language used by customers, Operative Intelligence can provide customer satisfaction insight at scale whilst controlling for survey offer and response biases.