The Topic Impact Score is a metric designed to evaluate the impact of different topics brought up in your respondents' feedback. This score gives you a quantifiable way to gauge which topics are most pressing, most frequently discussed, and have the most substantial effect on your customers' sentiments, both positive and negative.
You can view the Impact score of a topic on the Topics page in the Overall Feedback Topic Analysis widget.
In other words, the Topic Impact Score lets you know the extent of importance that a specific topic holds, taking into consideration the number of times it has been mentioned (Frequency), how it influences sentiment (Severity), how relevant it is to your business (Relevance), and the total number of responses collected.
How is the Topic Impact Score calculated?
The Topic Impact Score is computed using this formula:
(Frequency * Severity * Relevance) / Total responses
Let's break down each component:
Frequency: This represents the number of times a specific topic is mentioned across all customer feedback.
Severity: This quantifies the impact of a topic on the sentiment of your customer responses, whether positive or negative. For instance, a topic that evokes a strong negative reaction would have a high severity score.
Relevance: This reflects how pertinent a specific topic is to your organization or business. The more directly a topic is related to your core business, the higher the relevance score. Learn how to modify a topic's relevance score.
Total Responses: This is the total count of all the responses you've received. It normalizes the Impact score, ensuring it is always in context and relevant to the sample size.
Understanding Topic Impact Score dynamics
Apart from providing you with the Impact score for each topic, our system also gives you the dynamics of these scores. This essentially refers to the percentage change in the Impact score over a specific period of time.
Tracking the dynamic of a topic Impact score can give you insights into the evolving concerns, issues, or satisfaction points of your customers. It lets you see which topics are becoming more significant over time and which are losing their impact, allowing for data-driven decision-making.
How to Use the Topic Impact Score?
The topic Impact score is a powerful tool for understanding what matters most to your customers. By identifying the topics with the highest Impact score, you can focus your resources and strategies toward addressing these areas to improve customer satisfaction and loyalty.
In addition, by monitoring the dynamics of the Impact score, you can stay agile and adapt quickly to the changing needs and sentiments of your customers. This proactive approach can improve customer relations and, ultimately, business growth.
In summary, the Topic Impact Score is more than just a number - it's a strategic tool that can inform your business decisions, helping you better meet your customers' needs and optimize their experiences.