What are the models for semantic analysis?

In Vocaza Journey, there are two types of model:

business-specific thematic plans (marketing, sales, customer service, etc.), which enable each department to understand precisely what falls within its scope.
sector-specific thematic plans designed to respond to the issues and particularities of the sector concerned (insurance, mutual insurance, events, etc.).

business-specific thematic plans	sector-specific thematic plans
Point-of-sale experience	Assurance
Training	Banking
Logistics	Digital Service Companies (DSC)
Marketing / Communication	Events
Paiement	Mutual
Digital pathway	Cleaning services
Product
CSR
Customer Service
Sales

Point-of-sale experience

This model focuses on analysing the in-store experience, assessing the welcome, availability of products and quality of service at the point of sale.

Themes	Explanation
Accessibility of the point of sale	Ease of access (transport, parking, opening times) and visitor facilities.
Signage and layout	Clarity of signage and organisation of the space to guide customers.
Cleanliness and general atmosphere	Level of maintenance, comfort and atmosphere (light, temperature, noise) in the sales outlet.
Product availability	Existence or shortage of stock and immediate visibility of items on the shelf.
Welcome and availability of staff	Quality of the initial interaction, friendliness and responsiveness of the teams on site.
Quality of in-store information	Clear display of prices, promotions or product descriptions directly in the shop.
Waiting time	Time taken to be served, to pass through the checkout or to obtain information.
Demonstrations and trials	Possibility of testing or handling products before purchase.
Ease of movement	Fluidity of the customer path, absence of clutter or poorly organised areas.
Relational atmosphere	Overall feeling of welcome, friendliness and interaction between staff and customers.
Returns management and after-sales service	Clear returns procedures, responsiveness in handling requests and quality of care once the sale has been completed.

Training

This model enables you to measure the quality and impact of your training programmes, so that you can adjust your educational offerings according to participant feedback.

Themes	Explanation
Accessibility of materials	Easy access to educational content or resources, online or on any other medium provided.
Educational clarity of content	Degree to which the information and explanations presented are understandable and legible.
Relevance of topics covered	Appropriateness of the proposed topics to the objectives and practical usefulness of the training.
Adéquation aux besoins de l’apprenant	Prise en compte du niveau, des attentes et des contraintes de chaque participant.
Matching the learner's needs	Taking into account the level, expectations and constraints of each participant.
Assessment methods	Quality and variety of tools or methods for measuring progress and understanding.
Quality of tools and platforms	Stability, ergonomics and functionality of the systems or software used for training.
Adaptability of training pace	Possibility of adjusting the speed and density of sessions to suit individual needs.
Interaction and feedback	Degree of exchange and feedback between learners and the teaching team.
Practical application	Opportunity to try out and use the skills acquired immediately.
Value for money	Assessment of whether the features and perceived value of the training are in line with its cost.
Logistical and organisational aspects	The level of preparation (suitable room, available equipment, functional tools), the management of the schedule and the resources needed to ensure that the training runs smoothly.

Logistics

This model analyses satisfaction with logistical aspects, such as speed and reliability of delivery, in order to optimise your supply chain.

Themes	Explanation
On-time delivery compliance	Degree of punctuality in receiving shipments, in line with the advertised timescales.
Tracking information	Level of accuracy and frequency of shipment status updates. Integrity and condition of items on arrival at the customer's premises.
Condition of package upon receipt	Integrity and condition of items on arrival at the customer's premises.
Clarity of delivery terms	Clarity of the various options (relay points, home delivery, etc.) and associated conditions.
Communication on potential delays	Timeliness and transparency of information provided in the event of delays or transport problems.
Stock availability	Ability of the company to supply the products ordered immediately.
Adaptability to delivery constraints	Flexibility in terms of delivery times, places or methods adapted to the customer's specific needs.
Ease of returns process	Simplicity and efficiency of the procedure to be followed when an item has to be returned.
Packaging quality	Level of protection, robustness and suitability of packaging for transport and handling.
Carrier management	Coordination and performance of the logistics provider, including its reliability and professionalism.
Value for money	Assessment of the appropriateness of the characteristics and perceived value of the service, in relation to its cost.

Marketing / Communication

This model enables you to analyse the impact of your campaigns and communications to optimise your brand strategy.

Themes	Explanation
Message clarity	The extent to which the information conveyed is easily understood by the audience.
Content relevance	Appropriateness of information or campaigns to the context and needs of the target audience.
Brand consistency	Alignment of visuals, tone and messages with the company's overall identity.
Communication frequency	Balance between a volume of messages that is sufficiently present without being perceived as excessive.
Selection of distribution channels	Judicious selection of media and supports to reach the target effectively.
Presentation of promotional offers	Clarity and appeal of the discounts, packages or advantages promoted.
Communication tone and style	Perception of the voice and tone used (formal, friendly, institutional, etc.).
Social media presence quality	Consistency, responsiveness and attractiveness of publications on social platforms.
Information visibility and accessibility	Ease for customers to find and consult useful content.

Payment

This model assesses the perception of your payment processes, ensuring a secure and seamless experience for your customers.

Themes	Explanation
Payment process clarity	Easy-to-understand steps to follow to pay for your order.
Variety of payment methods	Wide choice of options (card, bank transfer, e-wallet, etc.) to make purchasing easier.
Transaction security	Protection of bank details and compliance with online payment protocols.
Transparency of potential fees	Clear and visible communication of any additional costs (management fees, taxes, etc.).
Ease of use of payment interfaces	Ergonomics and simplicity when entering payment information.
Processing times	Time taken to validate the payment and confirm the transaction.
Reliability of payment confirmations	Certainty that the payment has been registered and received (e-mail, notification, etc.).
Dispute and payment cancellation management	Efficient resolution of payment problems and the ability to cancel a transaction.
Compatibility with external platforms	Possibility of integrating or using other services (PayPal, online banking, etc.).
Refund management	Quick and easy to obtain a refund in the event of a return or cancellation.

Digital journey

This model measures the efficiency and fluidity of the user experience on your digital platforms, to improve your online services.

Themes	Explanation
Usability and ease of navigation	Simplicity and intuitiveness of interface design and content layout.
Clarity of displayed information	Legibility and accessibility of texts, visuals and useful information for users.
Loading time and performance	Speed of display and overall fluidity when consulting or using the platform.
Adaptation to different devices	Quality of display and functionality on computers, tablets and smartphones.
Technical reliability	Resistance to bugs, service interruptions and incidents affecting the online experience.
Data security and confidentiality	Level of protection of personal information and compliance with confidentiality standards.
Experience personalization	Ability of the platform to adapt to user preferences or profile.
Identification and account management process	Ease of creating an account, logging in and managing personal information.

Product

This model focuses on the satisfaction linked to the characteristics and performance of your products, in order to innovate and meet market expectations.

Themes	Explanation
Perceived quality	Overall impression of the product's reliability, solidity and value to the user.
Reliability and durability	Ability of the product to function without malfunction and to withstand regular use.
Compliance with description	Alignment between advertised features and actual user experience.
Ease of use	Ease of use and understanding of functionality.
Design and aesthetics	Visual appeal, style and aesthetic appeal of the product.
Functionality and performance	Range of features available and level of performance under various conditions.
Longevity and resilience	Product longevity and resistance to wear and tear or conditions of use.
Maintenance and upkeep	Ease of cleaning, repairing or updating the product.
Compatibility and integration	Possibility of combining the product with other existing systems, devices or services.
Adaptation to specific needs	Ability to respond to specific uses or non-standard contexts.
Value for money	Assessment of whether the characteristics of the product or service match its perceived value in relation to its cost.

CSR

This model analyses the perception of your Corporate Social Responsibility initiatives, to strengthen your commitment and your social impact.

Themes	Explanation
Environmental impact	Measuring and reducing the company's negative impact on the ecosystem (pollution, emissions, resources, etc.).
Societal and community engagement	Participation in projects and actions that enhance the well-being and development of local communities.
Transparency and traceability	Clarity on the origin of raw materials, manufacturing processes or allocation of resources.
Working conditions and rights compliance	Internal practices designed to ensure the safety, fairness and dignity of employees.
Diversity and inclusion	Policies and initiatives promoting equal opportunities and representation for all.
Ethics and compliance	Compliance with legal standards, regulations and ethical principles in business practices.
Responsible resource management	Optimisation of the use of materials and energy, reduction of waste or superfluous items.
Communication of CSR actions	Quality and frequency of dissemination of information on CSR initiatives and results.
Participation in solidarity initiatives	Financial, logistical and human support for socially useful causes or projects.

Customer service

This model highlights the strengths and areas for improvement in your customer support, to enhance the quality of your services.

Themes	Explanation
Service accessibility	Ease and speed with which customers can contact support.
Response time	Time elapsed before an advisor responds or begins to process the request.
Listening quality	Attention paid to the request, reformulation and consideration of real needs.
Clarity of provided information	Ease of understanding explanations, advice or procedures communicated to the customer.
Processing efficiency	Speed and relevance in resolving the problem or request.
Team professionalism	Courtesy, politeness, appropriate tone and general competence of advisers.
Relevance of proposed solutions	Relevance of answers or recommendations to the problem or situation described.
Response personalization	Ability to adapt support to the customer's specific context and needs.
Commitment fulfillment	Alignment between the timescales, actions or conditions announced and the reality of the services provided.
Follow-up and request tracking	Verification of satisfaction and proactive follow-up if further information is required.

Sales

This model assesses customer satisfaction with your sales processes, identifying the levers for improving your sales performance.

Themes	Explanation
Offer clarity	Degree of understanding of the products or services on offer, including price and acquisition conditions.
Listening and understanding of customer needs	Ability to identify and correctly reformulate the specific expectations of each customer.
Relevance of recommendations	Appropriateness of sales recommendations to the customer's situation or problems.
Sales pitch effectiveness	Quality and structure of the arguments presented to illustrate the added value of the offer.
Transparency of sales conditions	Clarity regarding guarantees, obligations and any limitations of the offer or contract.
Team availability and responsiveness	Response time and ease of contact with sales force representatives.
Ordering process	Smooth and straightforward steps to follow to finalise the purchase, from quotation to signature.
Fulfillment of commercial commitments	Alignment between what is announced at the time of sale and what is actually delivered afterwards.
Customer relationship with sales staff	Quality of interactions, degree of trust and friendliness perceived by the customer.
Pre-sales follow-up	Quality and relevance of follow-ups or contacts to reassure and support the customer.

Insurance

Themes	Explanation
Document transmission (general)	Ease of document transmission
Internet transmission	Ease and efficiency of electronic transmission
Transmission by post	Use and evaluation of mail transmission
Relations with contacts / quality of exchanges	Quality of interaction with advisers and other contacts
Acknowledgement of receipt	Confirmation of receipt of a request or document
Physical reception / in branch	Assessment of the welcome received in a branch or during face-to-face interaction
Telephone waiting time	Evaluation of the length and quality of the wait during a telephone call
Video communication	interaction with an advisor via videoconferencing tools
Chargeable number	Information on the cost of calling contact numbers.
Sound quality	clarity and intelligibility of sound when communicating
Reachability of the organisation	Ability to reach the organisation easily for any request
Redirections / coordination between services	Assessment of the way in which the various departments work together
Call-backs / telephone solicitations	Evaluation of call-backs received or telephone requests
Voice server	Evaluation of services available online
Online services (general)	Evaluation des services disponibles en ligne
Website access / connection	Ease of access to the website and connection problems
Application / Use on mobile	Assessment of the mobile application and its use
Account creation	Ease of creating a user account
Rates and charges (general)	Satisfaction with rates and charges applied
Claims / Refunds	Assessment of compensation and refund processes
Quotes	Assessment of quotations proposed by the organisation
Deductibles / Out-of-pocket expenses	Satisfaction with contributions and their deductions
Deductibles / Out-of-pocket expenses	Satisfaction with deductibles and out-of-pocket expenses
Processing time	Time taken to process an application or claim
Constitution of the file	Ease of gathering the information needed to create a file
Case management / follow-up	Management and monitoring of case progress by the organisation
Steps / procedures (general)	Ease or complexity of the steps to be followed for various services
Constitution of the file	Procedure and time required to finalise a file
Case management / follow-up	Ease of updating personal information or file
Sponsorship	Sponsorship offers and related satisfaction
Expert reports	Reports provided following an assessment and their clarity
Knowledge of rights / contract	Understanding of contractual rights and obligations
Damage assessment	assessment of the way in which the damage is ascertained
Claims reporting	How to report a claim
Defending the insured	Support and representation provided to the insured
Estimates / damage assessments	Damage assessments provided
Expertise (général)	Assessment of the expertise carried out by the organisation
Identification of the cause of the loss	Process of identifying the causes of a claim
Interventions	Description of the work carried out by the organisation
Photos	Use and management of photos as part of a file

Banking

Themes	Explanation
Interactions with staff	Customer exchanges and interactions with bank employees.
Product information	Details of the various banking products and services.
Use of mobile applications	Customer experience of the mobile banking application.
Financing options	Financing solutions available to customers, including loans and credits.
Availability of advisors	Accessibility and availability of bank advisors to provide advice and information.
Bank charges	Amount and transparency of fees associated with different banking services.
Contact	Customers can easily contact the bank through various communication channels.
Online operations	Opportunities to carry out transactions and services via online platforms.
Deadlines	Time taken by the bank to process requests or operations.
Corporate Services	Product and service options offered specifically for business customers.
Account security	Mechanisms in place to protect customer accounts and information.
Credit process	Steps and conditions required to obtain credit from a bank.
Steps and conditions required to obtain credit from a bank.	Evaluation of customers' experience when visiting a bank branch.
Clear conditions	Transparency and understanding of general terms and conditions of banking products.

Digital services company (DSC)

Themes	Explanation
Consultant skills	Assessment of consultants' technical and methodological skills, including their expertise in the specific fields required for project implementation.
The consultant's interpersonal skills	Assessment of consultants' human interactions with customers, including listening skills, empathy and relationship management.
Adaptability	Consultants' ability to adjust to changing customer needs and collaborate effectively in the face of unforeseen circumstances.
Consultant's commitment	Degree of involvement of consultants in the success of projects and their motivation to achieve customer objectives.
Sector expertise	In-depth knowledge of the specifics and challenges of the customer's business sector, enabling us to better tailor the solutions we propose.
Communication between parties	Assessment of the clarity, transparency and efficiency of information exchanges between the ESN and the customer throughout the project.
Reactivity	Speed with which consultants and ESN respond to customer requests and emergencies, and their ability to act quickly in the event of a problem.
Rates	Assessment of customer perception of the costs of ESN services in relation to the value delivered.
Post-implementation support	Post-implementation support services, including availability and effectiveness of technical assistance.
Quoting and negotiation process	Evaluation of the customer's experience during quotation, negotiation and pre-collaboration stages.
Training and Adoption	Effectiveness of the training provided by the ESN to help end-users adopt the solutions implemented.
Project Planning	Quality and efficiency of initial project planning, including definition of objectives, deadlines and resource requirements.

Events

Themes	Explanation
Planning	Preparing the various stages involved in staging an event. This includes defining objectives, drawing up a timetable, coordinating resources and managing unforeseen events to ensure that the event runs smoothly.
Logistics	Management of the material and human resources required for the event.
Services	Quality of services provided during the event (catering, security, etc.)
Communication	Exchange of information and interaction with participants before and during the event.
Accessibility	Ease of access to the event for all participants.
Atmosphere	The general atmosphere created by the event.
Budget	Management and use of the financial resources allocated to the event.
Technology	Use of technological tools to organise or run the event.
Timetable	Quality and suitability of the location where the event will take place.
Participants	Commitment and interaction of those attending the event.
Promotion	Strategies used to attract participants to the event.
Evaluation	Feedback and analysis of strengths and weaknesses after the event.
Security	Measures taken to ensure the safety of participants during the event.
Sustainability	Initiatives taken to minimise the environmental impact of the event.

Mutual

Themes	Explanation
Processing time	Time taken by the organization to process requests or files.
File creation	Process and clarity in setting up the customer file.
Procedures (general)	Assessment of the clarity of the steps and procedures to be followed.
Processing and follow-up	Follow-up and management of files throughout the process.
Finalizing the file	Step-by-step, efficient file finalization.
Updating personal information	Process for updating customers' personal information.
Online services (general)	Evaluation of online services.
Site access / login	Easy access to the website and customer account.
Application / Mobile use	Evaluation of the mobile application and its use.
Create an account	Online account creation process.
Online services (general)	Evaluation of online services.
Reimbursements / Coverage	Efficient reimbursement and management of benefits.
Knowing / Adapting the contract	Understanding and adapting the contract to customer needs.
Request a quote	Process and efficiency of customer requests for quotes.
Excess fees	Managing and communicating excess fees.
Deductibles / Out-of-pocket expenses	Clarity and understanding of deductibles and out-of-pocket expenses.
Rates and fees	Evaluation of costs and fees for proposed services.
Relations with contacts / Response	Quality of interactions and responses from contacts.
Acknowledgement of receipt	Confirmation of receipt of requests or documents sent by the customer.
Physical / in-branch reception	Evaluation of reception during agency visits.
Telephone communication	Quality of telephone exchanges.
Communication by mail	Evaluation of interactions and communications received by post.
Mail communication	Relevance and effectiveness of email communication.
Reachability (general)	Easy to reach through a variety of communication channels.
Chargeable number	Information on the cost of calling contact numbers.
Reminder by the organization	Reports on the organization's initiative to call back customers.
Redirections / coordination between departments	Efficient coordination between different departments during exchanges.
Voice server	Usefulness and efficiency of the voice server service.
Teletransmission / Care sheets	Management of electronic transmissions and treatment sheets.
Document transmission (general)	Process and efficiency of customer document transmission.
Transmissions by post	Management of documents sent by post.
Internet transmissions	Efficient online document transmission.

Cleaning services

Themes	Explanation
Respecting schedules	Compliance with agreed cleaning schedules.
Pricing	Evaluation of costs associated with cleaning services.
Equipment	Quality and suitability of cleaning equipment.
Customer communication	Exchange of information between company and customer concerning services.
Agent training	Level of training and qualifications of cleaning staff.
Service quality	Assessment of cleaning services provided.