{"text_format":"1","workbook":"xlsx","n_sheets":7,"sheets":["Summary Export Insert Data ","Deep Dive Survey Export","Sunburst Chart","Treemap Chart","Thermometer Chart","Revenue Linked CSAT Scores","Positive Negative Change"],"not_rendered":{"charts":4,"images":0,"macros":0,"external_links":0,"defined_names":12,"comments":0,"pivot_tables":0},"unopened":[],"bounds":{"document_bytes":16777216,"sheet_cells":100000,"rows_first":2000,"rows_last":500,"rows_between":2000,"halvings":0,"cell_chars":16384,"cell_head_chars":4096},"cells_cut":0,"cells_raw":0,"read":"whole","date_system":"1900"}

{"sheet":"Summary Export Insert Data ","index":0,"n_rows":19,"n_cols":4,"rows_kept":19,"cut":false,"hidden":false,"merged":[]}
["Summary","Tickets","Value","Absolute Change"]
["Sentiment","All",84,1]
[]
["Summary","Sentisum Tag","Sentiment","Absolute Sentiment Change"]
["Biggest Changes In Sentiment","Tracking Of Orders",38,-21]
["Biggest Changes In Sentiment","Exchange",21,-19]
["Biggest Changes In Sentiment","Delivery Options",51,17]
["Biggest Changes In Sentiment","Click And Collect",54,-16]
["Biggest Changes In Sentiment","Next Day Delivery",51,15]
["Top Positive Drivers","Shopping Experience",94,1]
["Top Positive Drivers","Website Usability",86,0]
["Top Positive Drivers","Order Process",86,0]
["Top Positive Drivers","Shoe Selection",95,3]
["Top Positive Drivers","Value For Money",92,2]
["Top Negative Drivers","Paypal",17,-10]
["Top Negative Drivers","Item Not Arrived",0,0]
["Top Negative Drivers","Confusing Shoe Size",0,0]
["Top Negative Drivers","Debit/credit Card",14,14]
["Top Negative Drivers","Damaged Packaging",0,0]

{"sheet":"Deep Dive Survey Export","index":1,"n_rows":25,"n_cols":4,"rows_kept":25,"cut":false,"hidden":false,"merged":[]}
["Sentisum Tag","Topic Volume","Absolute Sentiment Change","Sentiment (% Positive)"]
["Responsiveness",34,-2,57]
["Helpfulness",92,1,22]
["Resolution Time",54,2,40]
["Friendliness",91,-4,93]
["Efficient",100,0,35]
["Polite",91,-3,71]
["Resolution Satisfaction",69,-5,36]
["Professionalism",96,3,31]
["Knowledgeable",29,2,47]
["Unresolved",0,0,8]
["Understanding",60,-19,68]
["Communication Skills",79,-7,22]
["Refund Satisfaction",17,-6,92]
["Apologetic",10,-25,86]
["Listening Skills",67,-8,58]
["Ease Of Refund",75,-3,48]
["Ease Of Payment",43,0,46]
["Kind",100,0,85]
["Patience",75,-25,92]
["Empathetic",67,17,10]
["Reassuring",100,0,8]
["Ease Of Contact",0,-35,44]
["Supportive",100,0,44]
["Ease Of Chat",100,24,27]

{"sheet":"Sunburst Chart","index":2,"n_rows":0,"n_cols":0,"rows_kept":0,"cut":false,"hidden":false,"merged":[]}

{"sheet":"Treemap Chart","index":3,"n_rows":0,"n_cols":0,"rows_kept":0,"cut":false,"hidden":false,"merged":[]}

{"sheet":"Thermometer Chart","index":4,"n_rows":26,"n_cols":4,"rows_kept":26,"cut":false,"hidden":false,"merged":[]}
[]
[null,"Tag","Sentiment (actual)","Sentiment (goal)"]
[null,{"$f":"'Deep Dive Survey Export'!A2","v":"Responsiveness"},{"$f":"'Deep Dive Survey Export'!B2:B25","v":34},100]
[null,{"$f":"'Deep Dive Survey Export'!A3","v":"Helpfulness"},92,100]
[null,{"$f":"'Deep Dive Survey Export'!A4","v":"Resolution Time"},54,100]
[null,{"$f":"'Deep Dive Survey Export'!A5","v":"Friendliness"},91,100]
[null,{"$f":"'Deep Dive Survey Export'!A6","v":"Efficient"},100,100]
[null,{"$f":"'Deep Dive Survey Export'!A7","v":"Polite"},91,100]
[null,{"$f":"'Deep Dive Survey Export'!A8","v":"Resolution Satisfaction"},69,100]
[null,{"$f":"'Deep Dive Survey Export'!A9","v":"Professionalism"},96,100]
[null,{"$f":"'Deep Dive Survey Export'!A10","v":"Knowledgeable"},29,100]
[null,{"$f":"'Deep Dive Survey Export'!A11","v":"Unresolved"},0,100]
[null,{"$f":"'Deep Dive Survey Export'!A12","v":"Understanding"},60,100]
[null,{"$f":"'Deep Dive Survey Export'!A13","v":"Communication Skills"},79,100]
[null,{"$f":"'Deep Dive Survey Export'!A14","v":"Refund Satisfaction"},17,100]
[null,{"$f":"'Deep Dive Survey Export'!A15","v":"Apologetic"},10,100]
[null,{"$f":"'Deep Dive Survey Export'!A16","v":"Listening Skills"},67,100]
[null,{"$f":"'Deep Dive Survey Export'!A17","v":"Ease Of Refund"},75,100]
[null,{"$f":"'Deep Dive Survey Export'!A18","v":"Ease Of Payment"},43,100]
[null,{"$f":"'Deep Dive Survey Export'!A19","v":"Kind"},100,100]
[null,{"$f":"'Deep Dive Survey Export'!A20","v":"Patience"},75,100]
[null,{"$f":"'Deep Dive Survey Export'!A21","v":"Empathetic"},67,100]
[null,{"$f":"'Deep Dive Survey Export'!A22","v":"Reassuring"},100,100]
[null,{"$f":"'Deep Dive Survey Export'!A23","v":"Ease Of Contact"},0,100]
[null,{"$f":"'Deep Dive Survey Export'!A24","v":"Supportive"},100,100]
[null,{"$f":"'Deep Dive Survey Export'!A25","v":"Ease Of Chat"},100,100]

{"sheet":"Revenue Linked CSAT Scores","index":5,"n_rows":33,"n_cols":7,"rows_kept":33,"cut":false,"hidden":false,"merged":[[1,5,5,6]]}
[]
[null,"Customer Number","CSAT Score (1-5)","Number of Contacts Per Year Average",null,"This shows the correlation of CSAT score with number of contacts per year. We can infer from the negative correlation (-0.7) that the higher the CSAT score the less often a customer contacts customer service. Thus, that customer has a lower cost to serve. We have therefore shown that it's better for the company's bottom line to have higher CSAT."]
[null,0,3,10]
[null,1,1,6]
[null,2,5,3]
[null,3,4,2]
[null,4,3,5]
[null,5,3,10,null,"Correlation",{"$f":"CORREL(C3:C33, D3:D33)","v":-0.72328077378626898}]
[null,6,3,10]
[null,7,3,6]
[null,8,5,2]
[null,9,4,1]
[null,10,2,6]
[null,11,1,7]
[null,12,5,2]
[null,13,4,1]
[null,14,4,1]
[null,15,2,10]
[null,16,5,3]
[null,17,1,10]
[null,18,3,7]
[null,19,4,1]
[null,20,5,1]
[null,21,3,8]
[null,22,5,1]
[null,23,3,8]
[null,24,3,5]
[null,25,2,6]
[null,26,2,5]
[null,27,4,2]
[null,28,5,2]
[null,29,4,1]
[null,30,4,2]

{"sheet":"Positive Negative Change","index":6,"n_rows":0,"n_cols":0,"rows_kept":0,"cut":false,"hidden":false,"merged":[]}