The Impact Score highlights the top 5 positive and negative factors affecting your RPS. This metric is available in the Sentiment dashboard and offers a clear view of how guest feedback influences your overall ratings.
Each aspect of your service, such as cleanliness or staff friendliness, has a measurable impact on your customers' impressions, making the Impact Score a valuable tool for refining your services.
Benefits
- Identify key drivers: Understand which compliments or complaints most influence your RPS.
- Actionable insights: Focus on high-impact areas to improve customer satisfaction and overall performance.
- Predictive power: Gain insights into how potential changes in customer feedback could affect your scores.
How Impact Score Works
Learning from Feedback
An advanced prediction system analyzes historical customer opinions to understand how specific feedback impacts your score. Basically it correlates negative comments with lower scores and positive comments with higher scores to estimate the effect of the topics mentioned
Predicting 'What If' Scenarios
The system predicts your RPS in hypothetical situations:
- Without positive mentions: What if customers never praised a particular aspect of your service?
- Without negative mentions: What if no complaints were made about a specific area?
Calculating Impact
The Impact Score is calculated at the subcategory level for both positive and negative mentions:
- Positive Impact: Measures the potential drop in your RPS if all positive mentions about a subcategory were removed.
- Negative Impact: Measures the potential rise in your RPS if all negative mentions about a subcategory were absent.
Example: Bathroom Cleanliness
- Current RPS: 86
- Positive Impact:
- Without positive mentions of bathroom cleanliness, the predicted score drops to 84.
- Impact Score for compliments: +2
- Negative Impact:
- Without negative comments about cleanliness, the predicted score rises to 90.
- Impact Score for complaints: -4
Key Takeaways
The Power of Positives
Maintaining areas that receive consistent praise, like cleanliness in this example, reinforces your good ratings. These are practices worth celebrating and continuing.
The Opportunity in Negatives
Addressing complaints is not just about solving problems; it’s about creating opportunities. Improvements in areas with high negative Impact Scores can significantly boost your overall RPS.
By understanding and leveraging the Impact Score, you can prioritize efforts where they’ll have the greatest effect, ensuring continual improvement and guest satisfaction.