Code CSAT verbatims into actionable themes and identify the correct owner.
Five comments: "Tracking said today but it came tomorrow"; "No slots before next week"; "Driver was kind but had no ETA"; "Box arrived crushed"; "The app said delivered before it arrived.\ Code by fixable mechanism, then assign the owner who can change that mechanism. The trap is coding by emotion or keyword only. "Late" can mean routing, appointment capacity, inaccurate tracking, or communication. Before Word cloud: late, driver, tracking. No owner. After Theme table: tracking accuracy to Product, appointment capacity to Dispatch, communication script to Field Ops. Step 1 Extract mechanism words: tracking said, no slots, no ETA, crushed box,…
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