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2. What kinds of frameworks could I have?
4. Where can I find frameworks?
1. What are frameworks?
Frameworks act as a lens for viewing your data and offer a way to help you prioritise and structure your analysis when you don’t know where to start. Having a top-level view of key talking points will help you find a 'jumping off point'.
They can be created from themes or theme categories, which means they give bespoke ways of categorising your data. Context, keyword or upload themes can all be used in frameworks.
You can set up as many frameworks as you like in all of your projects, because we understand that different reports, projects or ad-hoc questions may require a different method of looking at your data.
2. What kinds of frameworks could I have?
- You can organise your theme categories to align with the priorities in your business. This could be building them into a customer journey, TSM regulations or just to separate insights into different service areas.
- A simple view could be created from themes that track your top 10 pain points that you review every week.
- Alternatively, upload themes can be used to create a quant framework, for example, from NPS groups or CSAT scores. This allows you to uncover the key drivers behind those scores and know how to move the dial.
To add a framework, contact your Customer Success Manager with the themes or theme categories you would like added and the name of the framework, e.g. 'customer journey'.
Example of a framework created from the 5 possible star ratings given on Trustpilot:
3. What do they show me?
The numbers on the right will show the total number of verbatim attached to any theme or category as well as the overall sentiment of that group of verbatim. The visual will give you an indication to these metrics so you can see at a glance what is driving the largest portion of a conversation and the breakdown of sentiment within it based on the colours. You can also view data that does not match to any of the themes within your chosen framework with our 'unmatched' feature. This can be helpful for understanding if you've missed anything useful.
4. Where can I find frameworks?
Frameworks are only available in the Deep Dive section of your 'Explore' page and can be selected from the drop down in the top left corner.
More questions?
We’re always happy to chat. Reach out using the help bubble at the bottom of your screen or contact your Customer Success Manager.
Article written by: Lyndsay, Senior Customer Success Manager