Create new indicators to manage your customer experience, by crossing the analysis of verbatims with your existing indicators! 

Verbatim analysis allows you to reveal the most commonly used terms and the polarity of your customer comments (positive, neutral or negative).

We will see in this article:

  1. How to analyse verbatims in a statistical report
  2. How to display the new word cloud chart 
  3. How to use verbatims in your dashboards

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👉 Prerequisites :

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1. Analyse verbatims in a statistical report

Let's take an example:
After collecting your customers' suggestions within a text field question, you want to view the 5 most used terms in a negative way, with a horizontal bar display.

In your customised report, we will use the new Verbatim dimension.

To do this, add a dimension.

Then click on the Verbatim thumbnail.

In the settings of your dimension, define the context of the verbatims.

Choose to use the question title, a tag, or several questions.
>> In our example we choose the question title.

Select your campaign, then the question to which the verbatims refer.

Once the context has been defined, you can add the polarity or terms as a dimension or filter.
>> In our example we want to display terms and then filter according to their polarity. First, we add the terms as a dimension.

Click on the Term tab.

Click on the + sign to add terms as a dimension

Indicate the language in which the respondents' comments were written.

Select all terms, or manually the values you are interested in.

Example of manual selection:

>> For our example, we choose to select all available values.

Finally, we will filter the terms according to their polarity.
To do this, go to the Polarity tab.

Here also, you can choose between Dimension and Filter.
>> In our example, we want to display terms and then filter according to their polarity. We therefore choose the Filter option in the Polarity tab.

You can now select the polarities you want to display, Positive, Neutral, Negative.

>> In our example we choose Negative, to highlight the terms we need to work on to improve the quality of our customer experience.

Everything is ready. Click on Apply.

You get the following chart:

To create the "Top 5" of negative terms, it's very simple, we'll limit the display on the number of elements.

Click on the display settings.

You can limit the number of values displayed.
>> We choose 5 elements in our example.

To learn more about this feature, you can read the article :
Customise your charts to refocus your analysis on what really matters!

Here is the result:
You get the 5 most used terms in a negative way, displayed as horizontal bars.

You're done! Don't forget to save.

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2. Display a Word cloud chart

The word cloud chart type allows you to instantly identify the main topics addressed by your customers, using a size-based word representation,  according to their occurrence. 

Let's look at our previous chart, which includes the most frequently quoted terms in negative sentences, and select the word cloud chart type.

Open the display settings of your chart.

Select the type of chart "Word cloud", and click Apply.

Selection of the Word cloud:

Here is the result:

To go further:

The word cloud always allows you to cross and/or filter your data.
>> In our example, we will filter the data to display only the terms mentioned by detractors, based on the answer to an NPS question.

Click on Select a filter.

Then on Answers.

Select the NPS question type and the check the Detractor box.

Here is the result:

A before/after view when applying the filter:

You're done!

All you have to do is to create as many statistic slides as there are data types to use.

You can read the article: Creating and customising my statistical reports

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3. Use verbatims in your dashboards

Using indicators based on semantic analysis of answers allows you to analyse your respondents' feelings in real time using Dashboards!

It is even possible to check the details of each answer very precisely from your indicator!

Example of a dashboard with 5 indicators focusing on verbatims analysis

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View or export answers attached to an indicator

On the indicator of your choice (here a word cloud), click on the "dots" pictogram indicated below, then choose either to consult the details of the answers, or to export your answers in .CSV format.

Note: Access to this menu is also available to recipients when sharing, but they will only have access to their own data.
Example: the Miami store manager will only have access to the collected answers that are linked to the Miami store.

The answers for which semantic analysis has been enabled allow you to observe:

  • In red the negative elements, in grey the neutral elements and in green the positive elements:
  • In bold you'll see the terms that were detected as important during the semantic analysis:

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You're ready to use your statistical indicators for:

  • Detecting the most commonly used terms in your comments. 
  • Identifying the polarity (positive or negative) of each sentence to understand the context in which each term is used.

Note: Semantic analysis is an option that your Customer Success Manager can activate, please contact him for more information.

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Want to try? Click here👇

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