Whether you’re using our preconfigured Text Analytics bundle for GetFeedback dashboards, or adding individual Text Analytics tiles to your GetFeedback dashboards, our tools can help you get the most of your customer feedback quickly. Here we’ll go over each type of Text Analytics tile that you can add to your dashboard, as well as how to customize them to best fit your business and use case.
Text Analytics are powered by Google Natural Language Processing service. Due to this, sentiment and text analysis cannot be altered by us, including adding positive or negative keywords to your dashboard tiles.
To get the most out of our text analytics tool, you’ll first want to become familiar with some of the language used throughout the feature:
Negative Sentiment- A string of words or a phrase that was used with negative inclination
Positive Sentiment- A string of words or a phrase that was used with a positive inclination
Tiles- A text analytics dashboard tile is a visual display of the results from a single survey question. Depending on the question type, you can select different formats for your tiles.
If you haven’t already, you might want to take a look at Getting Started with Text Analytics to learn how to create a text analytics dashboard and edit your tiles.
One thing to keep in mind while creating your Text Analytics dashboard is that you can have several different types of tile designs to choose from. Some tile designs will work better than others to convey your story and we'll go through each below in depth. As you create your tiles, notice the option on the right hand side of your dashboard menu when you're in the 'edit' mode of each tile. You'll see in the edit menu the option to view your data load using our different tile types, so that you can select which is best for your how you want to visually represent your data.
From left to right: Comment stream, Emerging Positive Keywords, Emerging Negative Keywords, Emerging Positive & Negative Keywords, Threshold, and Sentiment Trends over time.
The threshold tile is great for a quick overview to see negative and positive sentiment throughout your survey. We’ll set your threshold automatically for you, but you can change it at any time to better fit your use case.
To change your threshold select to ‘edit’ your tile and change the threshold by using the sliders on the right hand side of your screen.
We’ll also show you if the sentiment has changed in a positive or negative way since your previous selected time interval. For example, if you’ve selected to show results for the last 30 days, we’ll show you if the sentiment has decreased or increased in prior 30 day period. The higher the score given on your threshold tile, the more positive overall sentiment of your survey responses.
The trending graph will give you a quick overview of all customer comment sentiments within your selected time frame. The score given above in the screenshot is the overall sentiment score for that day. The higher the number is, the more positive the sentiment of the comments.
If you start to see your sentiment score drop, you may want to investigate further and look deeper into the negative keywords during that time to figure out what the issue might be.
Next, we’ll supply you with two tiles to track both negative and positive keywords as well as their rankings. The ranking on the right hand side of every word represents the movement from the last date interval that you have selected. For example, if you are looking at the keywords for the last 30 days, text analytics will look at the prior 30 days to that to see if any of your most popular keywords have changed.
To remove a keyword that is not helpful to you, hover over it until you see an ‘x’ appear on the right hand side. Click the ‘x’ to remove mentions of that word from the tile.
You can also remove mentions of keywords by clicking the ellipse on the bottom of the tile and selecting to edit the tile
Please note: Removing words will only remove them from your keyword tile. It will not remove the keywords from your other tiles.
The comment stream tile allows for anyone looking at your dashboard to see all comments left on your survey, when using the short answer question type. Just like with any of our tiles, you can filter these comments by certain date intervals such as last 30, 90, or 365 days.
You can change the range of time dashboard tiles pull results from. These are the available options:
All time - The entire lifetime of your survey. This will show you all responses throughout the entire time your survey has been running.
Set time period - Period type such as day, week, month, quarter, or year. We’ll show you the current period of time that fits your criteria.
Set # of days - Select a window of time such as last day, last 7 days, last 30 days, last 90 days, or last 365 days.
Custom time period - Choose a specific date range. This is the most flexible option and will allow for you to choose any date range that you’d like throughout the life of your survey.
If you've selected a period of time (such as a quarter or last 30 days), it's not possible to select a custom time frame. You’ll want to instead use the date range option to choose the start and end date manually.
Let’s say you sent a CSAT survey to your customers, asking them to rate their customer support experience. Before you sent off that survey, you also included a merge field to track case owner name, so that you could see which agent was working with which customers. When your customer clicked on your survey link, it populated their case owner name along with their name, email, and case number in the background for us.
You can use this data that you collecting using merge fields to then filter your text analytics tiles. For example, if I want to look at just the sentiments from one support agents tickets, I can do that by filtering by owner name.
To remove a tile filter, simply edit the tile and click the X next to the filter you’d like to remove.
Let’s say you included a short answer question in your survey so respondents could elaborate on their CSAT ratings. If you want to view ratings from respondents who used specific words in their comments (like "service" or "email" or "support"), you can use the answer filter. This will then show you only survey responses that included this as an answer in the question that you've selected.
Please note: Text Analytics is only available on certain GetFeedback for Salesforce plans.