How to analyze Opportunities
After an Opportunity is quantified in Birdie, it becomes a rich source of insights about patterns, trends, and emerging problems in your customers' feedback. Analyzing Opportunities allows you to identify root causes, monitor impact over time, segment issues by different criteria, and make informed decisions about where to invest resources to improve the customer experience.
Components of the Opportunities page
Metrics Header:
Total volume of feedbacks identified;
Frequency of occurrence of the opportunity;
Temporal trends (growth, decline, seasonality);
Distribution across channels, products, or segments;
"What's Happening":
Summary automatically generated by AI highlighting main insights;
Emerging patterns in feedbacks;
Correlations with other factors;
Segments and Filters:
Analyze the distribution of the opportunity by period, channel, product, region, etc;
Compare different groups to identify significant variations.
Skye Integrated:
Ask specific questions about the opportunity;
Explore root causes and associated factors;
Request suggestions for actions or areas of focus.
Related Feedbacks:
List of feedbacks classified as containing the opportunity;
Possibility to explore specific examples for additional context.
Types of possible analyses
Temporal Analysis:
Identify if the opportunity is growing or declining;
Detect seasonal or cyclical patterns;
Correlate with business events or changes.
Segmented Analysis:
Compare incidence across different channels;
Analyze variations by product or service;
Identify customer profiles most impacted.
Correlation Analysis:
Explore relationships with other opportunities;
Identify factors that amplify or reduce occurrence;
Discover interdependencies between problems.
Impact Analysis:
Measure total volume of affected customers;
Calculate relative frequency per segment;
Estimate impact on the business or satisfaction.
Step-by-Step Guide for effective analysis
Examine general metrics: Understand the volume, frequency, and trend of the opportunity;
Read the AI summary: Absorb the main insights identified automatically;
Segment the data: Use filters to explore variations by different criteria;
Converse with Skye: Ask specific questions to deepen the analysis;
Explore examples: Review specific feedbacks to contextualize the data;
Document insights: Record conclusions and next steps identified.
Example
Scenario: Analyze opportunity "Difficulty finding information about fees"
Analysis performed
Metrics: 1,200 feedbacks identified in the last 3 months, 15% growth;
Segmentation: 80% concentrated in the digital channel, higher incidence in individual customers;
Question to Skye: "What are the most mentioned fees by customers?";
Main insight: Maintenance fee is the biggest problem, especially in the mobile app;
Recommended action: Improve visibility of fee information in the app.
Useful questions for Skye
About root causes:
"What are the main factors that cause this opportunity?"
"In what contexts does this opportunity appear most?"
About impact:
"How does this opportunity affect customer satisfaction?"
"What is the profile of customers most impacted?"
About solutions:
"What actions could reduce this opportunity?"
"Are there best practices observed in the feedbacks?"
Best Practices
Combine quantitative analysis (metrics) with qualitative (examples);
Use segmentation to identify priority groups;
Explore correlations with other opportunities or business metrics;
Ask specific questions to Skye to deepen insights;
Document conclusions and next steps for responsible teams;
Monitor trends regularly to detect changes;
Common Questions
How often should I analyze opportunities? Weekly analysis is recommended for critical opportunities and monthly for others;
Can I export the data for external analysis? Yes, you can export feedbacks and use complementary tools if necessary.
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