guides

The first row shows the week, the number of messages read, the share that were negative, how many issues were found, how many are Rising or New this week, and how many customers talked about leaving.

Start with the week. The report covers one full week of 7 days in Lagos time, starting on your report day. With Friday as the report day, the week runs Friday to Thursday. Every report covers the same number of days, so two reports can be compared fairly.

Every number is worked out by code, not by ClientClue AI. Click a number in the app and it shows the messages behind it.

The top issues are the problems that most customers wrote about, ranked by negative messages. Praise is left out of this list.

Each issue shows its count, its share of the week, and the change on last week. The change on the average of the four weeks before is there too, so one odd week does not mislead you.

Each issue has one plain line from ClientClue AI, and every number in that line is checked against the counts. It has a Check this first line as well, which says where your team can look first.

What to do: pick the top two issues, give each to one named person, and ask them what they found before the next report.

Rising means at least 5 messages this week, and at least 1.5 times the average of the 4 weeks before. New this week means at least 5 messages and none in the 4 weeks before.

The minimum of 5 means three messages cannot raise a flag. Every flag shows its numbers, for example 19 this week and 12 a week before.

A file needs at least 2 earlier weeks of data before a flag can appear. A first report from a single week shows no flags, and that is expected.

What to do: treat a flagged issue as the one to look at before the top issues, because it is the one that is changing.

Each issue has two or three quotes from different customers on different days. Code checked every quote word for word against the message it came from, and dropped any that did not match.

Quotes that are not in English show the original words with an English line beside them.

What to do: read the quotes out at your team meeting. They carry more weight than a count.

This part groups the reasons customers gave for leaving: price, a product problem, a service problem, a money issue, a move to a rival, no longer needed, or another reason. Each has its count and a quote.

When your file has an amount column, the money at stake in naira is shown next to each reason.

What to do: compare the biggest reason with the top issue. If they match, that issue is costing you customers.

Each report has a PDF, a CSV, a link anyone can open without an account, and a summary written to paste into WhatsApp.

A link shows the report only. It does not give anyone access to your messages or your other reports.