Comprehensive Customer Experience Analysis

Gain actionable insights into customer sentiment across your ticket portfolio

01Overview

About this feature.

Neo's Customer Experience Analysis feature uses advanced sentiment analysis to evaluate client interactions across tickets, emails, and other communications. By processing natural language data from multiple sources, Neo can generate comprehensive reports highlighting trends in customer satisfaction, identifying at-risk accounts, and recognizing opportunities for service improvement. This proactive approach to monitoring client sentiment helps MSPs address issues before they escalate, strengthen client relationships, and make data-driven decisions to enhance service delivery. Measure and improve client satisfaction with AI MSP automation, using automation to analyze patterns and feedback. Want to improve first response times? Learn how automated ticket triage for MSPs transforms customer experience at scale.

02Setup

How to set up through Neo.

STEP 1

Select Analysis Criteria

Configure which aspects of customer experience to analyze by selecting from multiple criteria types including Sentiment, Communication Efficiency, Message Count, Time Spent, and Errors/Neglections. This flexibility allows you to focus on specific dimensions of your service delivery that align with your quality improvement goals.

STEP 2

Choose Report Format

Decide between company-level reporting (organizing insights by client company with overall sentiment trends) or ticket-level reporting (providing detailed analysis of individual tickets). Company-level reporting helps identify patterns across organizations, while ticket-level reporting enables targeted improvement of specific interactions.

STEP 3

Set Sentiment Filters

Determine which sentiment categories should be included in your analysis report. By default, the system focuses on highlighting "Awesome" and "Negative" experiences to help you celebrate successes and address concerns, but you can customize this to include all sentiment types for a complete picture.

STEP 4

Implement Analysis Schedule

Establish a regular cadence for customer experience analysis through workflow triggers. Configure the analysis to run automatically after specific events or on a scheduled basis, ensuring you have continuous visibility into the customer experience your team delivers.

03Considerations

Considerations when setting up.

Data Volume

For optimal results, analyze at least 20-30 tickets per company; smaller samples may not reveal meaningful patterns or trends.

Time Period

Consider analyzing tickets from a specific timeframe (past month, quarter) to identify current trends rather than historical issues that may have been resolved.

Context Matters

The AI distinguishes between internal team communication and customer interactions, ensuring fair assessment of service quality regardless of communication patterns.

Technician Privacy

Before implementing, consider how findings will be shared with your team to ensure the focus remains on improvement rather than criticism.

FAQ

Frequently asked questions.

How does Neo Agent determine sentiment in tickets?+

Neo Agent analyzes ticket communications for language patterns, response timing, issue resolution, and explicit customer feedback. It categorizes sentiment as Awesome, Positive, Neutral, or Negative based on these factors and your custom criteria.

What types of criteria can I analyze in the customer experience reports?+

You can analyze Sentiment (customer satisfaction), Communication Efficiency (response quality and timeliness), Time Spent (resolution efficiency), Message Count (interaction patterns), and Errors/Neglections (process problems and missed opportunities).

How are company-level reports different from ticket-level reports?+

Company-level reports aggregate analysis across all tickets for each client, identifying patterns and providing improvement suggestions at the organizational level. Ticket-level reports provide detailed analysis of individual tickets, highlighting specific interactions that need attention.

Will the system unfairly penalize tickets that had client delays?+

No, the AI is designed to distinguish between delays caused by clients or vendors versus internal team delays, ensuring fair assessment of your service delivery quality.

Can I customize which sentiment types appear in reports?+

Yes, you can select which sentiment categories (Awesome, Positive, Neutral, Negative) are included in your reports, allowing you to focus on either celebrating successes or addressing concerns.

How actionable are the improvement suggestions?+

The system provides specific, practical improvement suggestions based on identified patterns, often referencing particular tickets that exemplify the issue, making it easy to implement targeted service improvements.

How frequently should we run customer experience analysis?+

Most MSPs benefit from monthly analysis to identify trends while allowing sufficient time for implementing improvements. High-volume service desks may prefer weekly analysis for more immediate feedback.

Can we analyze experience for specific customers only?+

Yes, you can configure your workflow to target specific companies or ticket criteria, allowing you to focus analysis on strategic clients or specific service areas.

Ready to run Comprehensive Customer Experience Analysis?

14-day free trial. No credit card. Live in two hours.

Book a demo Start free trial