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March 2025

Average Score on Impact Analysis

With Average Score, you can now apply Impact Analysis to any data source for which you have a score given alongside each response - think reviews, CSAT, Customer Effort Score, or any other feedback that comes with a numerical score.

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About this release

We've introduced a new metric to our Impact Analysis reports - Average Score. This allows you to see the impact of themes on any data source for which you have a numerical score given alongside each response - whether that's reviews, CSAT, or Customer Effort score.

Teams can now prioritize improvements based on impact analysis across all their quantifiable feedback data, not just NPS and Net Sentiment. This provides a complete view of what's driving customer experience across every scored touchpoint.

Available now for all users - just select Average Score from the Impact Analysis report metric type, and pick a data source to get started.

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Help Center

Advice and answers from the Chattermill Team

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Academy

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