Hi - I am looking to have reps input a general sentiment score per interaction with contacts. This could be for every interaction or at a minimum after meetings take place.
Does anyone of custom fields I could create to help track this and then report on it?
Hi @DIankelevich,
Can you clarify, are you looking to track every interaction or last interaction sentiment?
Josh
Ideally every interaction.
If that’s not feasible than I would take last.
Sent from my iPhone
Hi @DIankelevich,
The only way that I could think of tracking every interaction would be to use a call/meeting outcome that specifically reports on sentiment…I do love the idea though.
If you are OK tracking last sentiment, I would create a custom property using a multi-checkbox or dropdown that allows the rep to choose the last sentiment. It will record the changes, but it might be difficult to report on those.
I would probably create active lists which added contacts that had a positive or negative sentiment as well so you can take action accordingly. You could also create reports from these active lists to quickly see contacts in which the last sentiment was negative.
You could try and get fancy and increase or decrease a property value based on the sentiment score to show an average sentiment for that contact. I’m not sure exactly how that would work, but in theory the more positive interactions the higher the value, the more negative interactions, the lower the value.
Josh
Hi @DIankelevich,
To add to what @Josh wrote, you could consider creating a few custom properties that appear in the left sidebar of the contact record depending on the lifecycle stage (see the section on conditional sections in this knowledge base article) – assuming that it would be valuable to track sentiment over multiple points along the customer journey. Each lifecycle stage could be a good time to “check in”: “Sentiment (Lead)”, “Sentiment (MQL)”, etc.
Of course you could also think outside of lifecycle stages and create Likert scale-type custom properties for different touchpoints, e.g. “Sentiment (email)”, “Sentiment (meeting)”, “Sentiment (f2f)” with values ranging from “very negative”, “negative”, “neutral”, “positive” to “very positive”.
(Keep in mind that you will not be able to report on multiple properties at once, for comparison, if that’s your goal. In that case you’d have to figure out a way to fit everything into one property.)
Hope this helps!