Define what each number represents
A satisfaction score needs its exact question, response scale, timing and eligible population. If the wording or collection channel changes, assess whether the trend remains comparable.
Report the response base alongside the result. A better average among a smaller or different responding group may not describe an improvement across all accounts.
How different instruments support a common comparison
Start with a question the participating teams genuinely share. For each required field, define the unit, eligible population, period, response options, missing states and calculation. Record how each local field maps to that definition, who reviewed the mapping and which version applies.
One service team asks about installation; another asks about ongoing support. Keep the account or customer link where appropriate, service event, date and shared satisfaction measure. Compare that measure only across compatible scales, timing and populations.
For example, a support system’s closed status cannot map to customer-confirmed resolution unless it includes evidence of that confirmation. Retain closed as the original operational status and collect the separate customer response when needed. Do not convert a five-point satisfaction answer into a recommendation score simply because both are customer ratings.
Before combining records, check coverage and overlap as well as definitions. State which teams supplied usable evidence, which are pending and whether the same person or transaction appears in more than one source. Report separate results when populations, methods or permissions make combination inappropriate.
In a Sopact workflow, the shared definitions provide context for analysis while the connected record retains local responses, files and history. Your team can review a source-to-field mapping instead of redesigning every local survey. Test that configuration with sample records before relying on a combined result; a data dictionary cannot supply missing evidence or make incompatible measures equivalent.
Keep issue and resolution states distinct
Write definitions for reported issue, verified issue, action taken, internal closure and customer-confirmed resolution. These states answer different operational questions.
Preserve category changes with dates and rules for historical comparison. Do not recode old records silently to make a new dashboard appear continuous.
Read themes within comparable segments where the data supports them. A theme appearing in comments can suggest why a score changed, but the team should test alternative explanations and the limits of comment coverage.
Translate the finding into a useful decision
A useful statement might be: “Among this period’s respondents, scheduling comments increased; several records lack customer confirmation after a change.” It points to a service question with visible scope.
Avoid a claim such as “Scheduling caused the retention decline” unless an appropriate analysis supports it. The course teaches an evidence workflow, not a validated predictive model.
Use the dictionary in collection, configured analysis and report review. When the team owns the definitions and can inspect the sources, it can improve the process without repeatedly rebuilding inconsistent exports.
Work through the Clearway example
This is a fictional teaching example. Adapt the fields and rules to the question your own workflow needs to answer.
| Measure | Define | Limit |
|---|---|---|
| Satisfaction | Question, scale and population | Not the full customer base by default |
| Issue rate | Category and eligible records | Affected by reporting coverage |
| Resolution | Evidence and confirming party | Internal closure may differ |
| Retention | Account outcome and window | Association is not causation |
Build this part of your plan in more detail
These lessons address the next practical questions in this module. Choose the detail your workflow needs, then return to complete the exercise.
- How to Connect Quantitative and Qualitative Survey Data
Read scores alongside comments using the correct reporting base.
- How Do You Analyze Survey Results by Demographic Subgroup?
Compare relevant groups while checking coverage, changing profiles, uncertainty and disclosure.
Add this part to your plan
On workbook page 5, define one score, one issue category and customer-confirmed resolution. Write a trend statement with its limits. Map one local field to a common definition. Give one example that must remain separate.
Download workbook (fillable PDF)Compare with a suggested answer
The statement names the period and respondent population. It separates issue reports from verified resolution and identifies a question to investigate rather than claiming a cause.
Self-check: Could a reader interpret the trend without guessing its denominator?
Questions you may have
Can a word cloud explain a score change?
It can summarize words but does not establish an explanation. Review source context, populations and alternative interpretations.
Can historical categories be updated?
Yes, with a documented method, preserved originals and a clear comparison decision.
Apply the method to your work
Use the five-part plan to assess the sources, analysis and permissions your team needs. The solution page shows where a connected platform can support that workflow.
Explore the customer experience solution →