What is the Severity Index report?
Verbatim severity scores are achieved by analysing verbatim counts against your configured KPIs, to determine a 'severity index' for each one. These can aid in understanding the scale of any issues, and enable you to prioritise any required business improvements effectively.
How do I access this report?
This screen can be reached by hovering on ‘Verbatim’ in the side menu, and choosing 'Severity Index' from the options that appear:
What information does this report give me?
This screen contains a bubble chart which is used to illustrate your verbatim coding framework and the currently selected KPI.
The size of each bubble is governed by the 'Severity' score, and this is calculated by dividing the number of comments by the KPI score.
As such, a bigger bubble indicates a larger quantity of verbatim comments and a lower KPI score - and therefore a potentially more pressing issue (because more people are talking about it and it is negatively impacting your scores).
You can select which verbatim theme or topic to use in driving the chart via the 'Selected Theme/Topic' dropdown above the chart:
And the KPI you would like to use via the 'Selected KPI' dropdown:
Once you have made your selections, click the button to update the chart.
Hovering on a bubble gives you detailed information as to comment quantity, KPI score and resultant severity score for each one:
And below the bubble chart, you will find the same information summarised in a data table:
Each value in the data table has clickthrough capability, which means clicking on a number will open a filtered view of the associated survey responses in a new window, allowing you to quickly target ones of interest:
If you would like to export the bubble chart, data table or print the page, this can be achieved via the 'Actions' button at the top right of the page:
Ready to put this into practice?