Is it a good or bad thing when a customer names an employee?

Employee Spotlight | Jun 10, 2013 Employee Spotlight 06/10/13

The text analytics results are in, and it’s almost always a good thing! When customers name a specific person in their survey comment, 96% of the time the mention has positive sentiment. Only 4% of name mentions have negative sentiment. These positive results prove customers are highly likely to use surveys as a way to praise their service and the associates they interact with—not put them down.  

Make sure your employees are introducing themselves to your customers, because customers are remembering their names and recognizing them in their comments.

Customer Experience Update