There is an old saying; “you can catch more flies with honey than with vinegar.” According to dictionary.com it’s meaning is that “You can win people to your side more easily by gentle persuasion and flattery than by hostile confrontation.” In other words, if the sentiment of your message is positive you tend to have more positive results than if your message is negative. That is the idea, anyway.
As I was looking at our aggregate data for the month of May, I wondered if this old saying applied to our service tickets. Since what we do at ServicePulse is monitor for customer sentiment, I asked the question “does positive sentiment impact the quality of service a client receives?” In analyzing over 50,000 tickets for the month of May, I was surprised by the results. Read more after the jump if you’re curious.
