Contrasting high and low summary language variables
| Summary language variable | High | Low |
|---|---|---|
| Analytical thinking | Rating: 99 | Rating: 1.92 |
| “I had a pleasant call with *** (a consultant from Affinity Health this morning). I had made up my mind that I was canceling my health insurance because I was struggling with the payments. She was very empathetic and she made me realize I was making a rash decision – she outlined the advantages of downgrading rather than cancelling my insurance. It is because of [redacted] excellent customer care skills and knowledge of her company's policies, that I have referred my sister to join Affinity Health. Thanks a lot [redacted] -you have represented your company very well! God bless you!” | “*** was very helpful..she even called me back … you are a star..thank you” | |
| Clout | Rating: 91.35 | Rating: 1.00 |
| “A big thank you to *** at your Customer Care Department. Thank you for resolving my query and going the extra mile for me. It's hard to find good customer service but your service is top-notch. Keep it up and I salute you.” | “Affordable but too basic” | |
| Authenticity | Rating: 99 | Rating: 4.97 |
| “I am very happy with Affinity Health. I had excellent service from *** earlier today. She answered all my questions i had on my policy. I understand everything clearly on my day to day cover now. And i will definitely recommend Affinity Health to my family and friends.” | “Thank you *** for your help today, it is much appreciated. Very friendly and very helpful.” | |
| Emotional tone | Rating: 99 | Rating: 25.77 |
| “Hello! *** was absolutely amazing. You are calm, the information was clear enough for me to understand and I could hear you properly. You [are] definitely a great service provider! Thank you so much for helping me. You are highly recommended!!” | “These THIEVES ran an illegal debit order on my bank account out of the blue long after I cancelled the policy in writing well within the cooling off period! Do not trust them and do not do business with them! They are just as I said … a bunch of thieves!!” |
| Summary language variable | High | Low |
|---|---|---|
| Analytical thinking | Rating: 99 | Rating: 1.92 |
| “I had a pleasant call with *** (a consultant from Affinity Health this morning). I had made up my mind that I was canceling my health insurance because I was struggling with the payments. She was very empathetic and she made me realize I was making a rash decision – she outlined the advantages of downgrading rather than cancelling my insurance. It is because of [redacted] excellent customer care skills and knowledge of her company's policies, that I have referred my sister to join Affinity Health. Thanks a lot [redacted] -you have represented your company very well! God bless you!” | “*** was very helpful..she even called me back … you are a star..thank you” | |
| Clout | Rating: 91.35 | Rating: 1.00 |
| “A big thank you to *** at your Customer Care Department. Thank you for resolving my query and going the extra mile for me. It's hard to find good customer service but your service is top-notch. Keep it up and I salute you.” | “Affordable but too basic” | |
| Authenticity | Rating: 99 | Rating: 4.97 |
| “I am very happy with Affinity Health. I had excellent service from *** earlier today. She answered all my questions i had on my policy. I understand everything clearly on my day to day cover now. And i will definitely recommend Affinity Health to my family and friends.” | “Thank you *** for your help today, it is much appreciated. Very friendly and very helpful.” | |
| Emotional tone | Rating: 99 | Rating: 25.77 |
| “Hello! *** was absolutely amazing. You are calm, the information was clear enough for me to understand and I could hear you properly. You [are] definitely a great service provider! Thank you so much for helping me. You are highly recommended!!” | “These THIEVES ran an illegal debit order on my bank account out of the blue long after I cancelled the policy in writing well within the cooling off period! Do not trust them and do not do business with them! They are just as I said … a bunch of thieves!!” |