Customer Feedback · Reading the signal · Component
The verbatim sample
What reading the raw comments shows that the coding cannot.
The deliverable
What it is
Coding turns comments into counts and loses the specificity that makes them actionable. “Difficult to use” is a category; the sentence explaining what was difficult is the finding.
Someone senior reading twenty comments in full each month sees things no dashboard shows, and it takes twenty minutes.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The observations
What the reading produced that the counts did not.
3 attributes: Observation · Visible in counts · Raised by
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“Difficult to use” is a category. The sentence explaining what was difficult is the finding.
The other components in reading the signal
The categories
The stable set that comments are coded into — because free text that is never coded is text that is never used.
LearnThe weighting
Frequency against severity, held apart — because a common minor irritation and a rare serious failure both matter, differently.
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