- helps you understand what matters to your customers and employees.
- provides a decision support framework for your follow-on actions.
- enables you to track the impact and effectiveness of the management decisions over time.
Insight Magnet goes through the following steps to accomplish the stated goals -
- Collects feedback using surveys, polls or embedded conversations. Imports and updates relevant data from other enterprise sources.
- Analyzes the numeric, structured, open-text and unstructured data using our proprietary analytics engine.
- Distills and discerns actionable insights which are backed up by trends and patterns in the data along with root causes from verbatim feedback.
The timely insights generated by Insight Magnet identify the areas of the business that need attention along with the root causes behind the symptoms. This is true regardless of the surveying methodology, frequency, or, key performance indicators (KPIs) used within an organization. When managed over time, the focus areas combined with the root causes provides the Decision Support and Monitoring Framework to implement changes that can move the KPIs in the right direction.
Feedback is collected using surveys, polls, reviews, or, embedded conversations. Surveys can be sent out as a one time campaign (annual customer survey) or as an ongoing project (customer satisfaction survey based on shipped orders). We can also import data that you have collected using other means.
Feedback is usually a combination of numeric (structured) and open-text (unstructured) responses. We analyze structured and unstructured data using our proprietary analytics engine. We do this in real time ensuring that the results derived are available immediately. The analysis targets your Key Performance Indicators (KPIs) and focuses on identifying patterns, trends and deviations from the norm. Root causes usually hidden in the verbatim feedback are then correlated to the numerical artifacts.
How customers use Insight Magnet
The starting point varies, but typically Insight Magnet is used in one or more of the following stages. Depending on the customer environment, the platform can be configured to leverage existing assets and provide additional capabilities where needed.
Collect feedback from surveys, polls or reviews. You can also include data from previously completed surveys. Add silent attributes and business specific hierarchies and dimensional information.
Process and analyze the collected data. KPIs are calculated, Trends and patterns are identified. Anomalies are flagged. Root cause analysis is performed to provide the context around the numbers.
Start with the Dashboards that are ready for you review and research. Decide on the follow-up actions. Most of your actions and follow-ups can be tracked right within the platform.
Our Service Offerings
We offer tailored solutions focused either on Customers or Employees. Powered by the common platform, these solutions are optimized for the domain they serve. Services can be tailored to your specific needs.
Listen to the Voice of the Customer, understand the content, context and root causes behind the feedback and sentiment. Improve Customer Service, refine the Product Roadmap based on real customer input. Improve your NPS or SAT scores.
Use the insights to delight your customer with exceptional Customer Experience.
Understand what matters to your employees. Act on the findings to improve Employee Engagement, effortlessly complete objective Performance Reviews, and, set and track measurable and individualized Development Plans.
Use the insights for Talent Management and Organizational Development.
The platform that powers the services
Insight Magnet is a sophisticated cloud-based platform consisting of several components that work together to provide the capabilities necessary for timely. effective, and result-oriented analysis of customer or employee feedback. At its core is a high-performance analytics engine that is designed from the ground up to work with structured and unstructured data. This unique capability is essential for thorough and correlated analysis of customer and employee feedback which consists of structured and unstructured data. This engine enables us to aggregate, segment, correlate, analyze, and distil insights from large amounts of heterogeneous data in real-time.
When dealing with structured data, the analytics engine has a vast array of advanced analytical capabilities including segmentation, filtering, roll-ups, drill-downs, clustering, OLAP analyses, statistical calculations, data mining, and, predictive analytics.
When processing unstructured textual data the linguistic capabilities of the engine are highlighted. The engine has built-in support for Natural Language Processing (NLP), keyword clouds, word trees, N-grams, categorization, sentiment extraction, and, support for multiple languages including the reverse translation of captured feedback.
When used with structured and unstructured data together, the engine is capable of producing word bands, heat maps, Sankey analyses, theme trends, attribute based clustering -- all of which is essential for comprehensive analyses of heterogeneous data sets.
The analytical engine is complemented by flexible data collection adapters enabling the collection of data from a variety of sources including surveys, polls or existing enterprise software systems. Results and findings are available in a variety of easy to use channels such as dashboards, analytical workbenches or feeds. All the captured data and derived metrics can be exported out of the system for further analysis or for updates into other enterprise systems.
Depending on what you are looking for, the following might be of interest to you.
- Learn about our service offerings
- Jump right in and learn about our offerings for Customer Feedback or Employee Feedback solutions.
- Read our customer stories
- Learn how Insight Magnet is being used today. These stories are based on real-life experiences we have had with our customers.
- See the frequently asked questions
- Take a look at some of the more frequently asked questions. Perhaps you also have the same question that has been asked before?
If you are just browsing, enjoy the rest of your day!
Why have we been in business for the past 7 years?
Feedback from customers or employees is usually a combination of structured numerics (numeric ratings, numerical responses, pick one or more of the presented options, likes, votes, ranks, top 3, time based responses etc.) and text responses (free form text input in response to a question, a comment, problem description in a customer service ticket etc.). These two sets of data are often referred to as structured and unstructured data respectively.
In majority of cases, some or all of the structured data gets processed and analyzed. Unstructured data does not get the attention it deserves and is often used to embellish PowerPoint slides that have the fancy graphs based on the structured data. With the challenges involved in processing and analyzing the heterogeneous data, analyzing the complete dataset including structured and unstructured data in a timely manner is not possible.
Analyzing a subset of the collected feedback or just focusing on the structured feedback does not yield meaningful and actionable results. For example, you may find out that the Satisfaction Scores are low for the new product in a particular market, but answers to "Why are they low?" or "What do my repeat customer like about my new product?" are less clear or left to the subjective judgment of the analyst.
Insight Magnet can analyze all the collected feedback including structured and unstructured data. We do this in real time -- meaning the results derived from the data are available immediately. The analysis is focused on calculating the predefined Key Performance measures (KPIs), discovering deviations from the norm, and, finding the root causes behind the deviations.
Regardless of the surveying methodology used or the choice of KPIs, when analyzed over time, the timely insights generated by Insight Magnet identify the areas of the business that need attention. Focus areas combined with the root causes provides the Decision Support Framework to implement changes that can improve the KPIs.