What are the sector-specific semantic analysis models?

Each business sector has its own specific challenges, constraints and customer expectations. A sector plan identifies areas for attention and improvement specific to a given field, taking into account standards, practices and market expectations.

While business plans provide a cross-functional view of a company's processes and the universal plan offers a vision focused on the fundamental needs of consumers, sector plans add another dimension: an analysis contextualised to a given business sector.

How are sector plans developed?

The sector plans are built around the following principles:Sector specificity: Each plan is designed to respond to the issues and particularities of the sector concerned.

Neutrality of themes: The titles are formulated in an objective manner to enable both positive and negative feedback to be analysed.

Details of the sectoral thematic plans :

The following sector plans are available in Vocaza Journey:

Events
Insurance
Mutual
Banking
Digital Service Companies (DSC)
Cleaning services

The following tables give details of these thematic plans and a description of each theme.

Evènementiel

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.

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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

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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.

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Bank

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.

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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.

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Digital services company (ESN)

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.

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