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Sentiment vs customer satisfaction: tone of language, CSAT surveys, problem resolution and inner emotion are four different measures.
Complaint root cause analysis: a complaint group, reading evidence, the step where the process breaks, evidence-based "why" and checking the fix.
Negative feedback signals in conversations: explicit threats, repeated problems, broken promises, unfairness and unanswered endings. Check the cause, respond right.
Support knowledge gap analysis: no answer, outdated and contradictory answers, a content owner and a monthly maintenance cycle.
Customer escalation analysis: split the rise by topic, channel, time and routing, and tell four typical causes apart — new problem, knowledge gap, rule, expectations.
Churn signals in conversations: repeated problems, competitors, value doubts, contract questions. A signal is not a prediction — human review and the right step.
Customer journey pain points: link conversations to stages, three numbers per stage, evidence, segment differences and an owning team.
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