Glossary / Definition
Verbatim Analysis
The systematic review of customers' exact words across feedback channels to understand operational reality at the level operators can act on.
Definition
Verbatims are the open-text comments customers leave alongside scores. Verbatim analysis is the discipline of reading those comments at scale, increasingly with NLP, to extract themes, sentiment, and operational evidence.
A strong verbatim analysis program treats verbatims as primary evidence, not as supporting color for a dashboard score. The verbatims often contain the entire explanation of why a metric moved.
Why it matters
Scores tell you what happened. Verbatims tell you why. Programs that ignore verbatims optimize for metrics they don't understand.
How Resultid handles it
Resultid analyzes verbatims in 50+ languages, links them to themes, and connects them to the operational hierarchy and metrics. Operators see the actual customer words alongside the operational data. Both inform the action.
Frequently asked
Should we read every verbatim?
Not at scale. The right pattern is automated theme + sentiment extraction with sampled human review of edge cases. Pure manual review doesn't scale; pure automation misses nuance.
What sources should verbatim analysis cover?
Survey free-text, call transcripts, online reviews, social, support tickets, service notes, and field reports. Each source surfaces different signal.
See verbatim analysis in your own data.
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