Text analysis

• Number of responses: this piece of data reflects the number of responses received.

• Sentiment: this figure illustrates the overall sentiment of all received responses, along with the corresponding percentages of the total number of responses.

• Accuracy: view the percentage of your responses that have been labeled, as well as the percentage that remains unlabeled.

• CES: the Customer Effort Score (CES) reflects how easily customers can do business with your company.

• CSAT: the Customer Satisfaction Score (CSAT) reflects the level of sastisfaction customers have with your company, product(s) or service(s).

• FCR: the First Call Resolution (FCR) measures the proportion of customer inquiries or issues resolved on the first contact, as well as the total number of calls a customer has with your company.

• Topics performance: this table shows a summary of all scores mentioned above per topic, there is also the possibility to toggle between numbers and percentages.

• Sentiment analysis: this figure provides an overview of all the identified topics and their corresponding sentiment scores. It's an excellent tool for diving deeper into the data.

• Topic frequency change over time: this figure tracks how often specific topics or issues arise in customer feedback over different periods. It helps identify trends, shifts in customer concerns, and areas that may require attention or improvement over time.

1. Under Insights go to Text analysis.

2. In the top-right corner you can select the period over which you want to analyse the texts.

3. Analyse the figures and metrics discussed in “What do the displayed data and figures mean?”.

4. After selecting a survey, the sentiment score for your open-ended responses will be displayed.

The open feedback sentiment scores provide an overall understanding of the respondents' tone. For more information check out Text analysisPreview.

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5. Click on "Positive," "Neutral," "Negative," or "Mixed" under a topic to view all related responses below. From there, you can easily add topics to your responses by labeling them with new or existing labels.

1. Click on to open up the topic manager.

2. To add a new topic click on the -button.

3. Enter a name and the labels for this topic and click to save the new topic.

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Yes you can actually merge labels!

1. Click on to open up the topic manager.

2. Click on the -icon to access the topic’s settings.

3. Select to start merging the selected topic with another.

4. In the configuration select a second topic and click to merge the selected topics.

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