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dan_ahrens
dan_ahrens
Expert ⭐️⭐️⭐️
February 21, 2017
Solved

v5.5 Survey Text Analytics - only for NPS comments?

  • February 21, 2017
  • 24 replies
  • 427 views
Gainsight v5.5 brings advanced text analytics to the survey module. Can the text analytics be configured for any open text field or only for the comments field attached to the NPS question type?
    Best answer by karl_rumelhart
    This might help:

    https://support.gainsight.com/Surveys/Survey_Follow-Up/How_Text_Analytics_Works

    "Note: The Text Analytics section will display the message “No Data Found For This Survey” if there is no text analytics data found. This will usually occur if:

    • The survey has 20 or fewer Survey Responses with comments.
    • After processing the survey, no opinion sentences were found."

    24 replies

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    seth
    seth
    Expert ⭐️
    March 31, 2017
    Totally fair, Dan. The thing is that, in our case, we're just creating a separate question and making [i]that mandatory, so we aren't getting any benefit in poll response rate from having an Optional comments box :-)

    My ideal world would be to use the forthcoming Gainsight feature of NPS-question-within-an-email, so we capture the NPS score [i]right away, and then the questions in the survey are required. So, people who are foolish enough to reply to the NPS question (bwahaha) end up feeling compelled to fill out the remaining questions, and, for people who just close out of the remaining questions, we've still captured their NPS score and can reach out to them for more info. (By the way, if there'll be any Product Managers at Pulse who are working on that question-in-an-email feature, and they're at the point where it would be interesting to get customer feedback on a product design, I'd love to offer my input.)
    AI Transformation @ Gainsight
      dan_ahrens
      dan_ahrensAuthor
      Expert ⭐️⭐️⭐️
      March 31, 2017
      I love the way you think, Seth! 🙂
      VP of Customer Success at Forcepoint
      elaine_cleary
      elaine_cleary
      Helper ⭐️⭐️
      April 16, 2017
      Hi Gainsight Product - Since text analytics is currently only available on NPS question comments, can we please provide an option to set the NPS question comments field to required?
        jennifer_kirkland
        jennifer_kirkland
        Contributor ⭐️⭐️⭐️
        July 12, 2017
        Are we getting closer to standing or walking with this feature?

        We recently adjusted our survey questions to drive feedback into NPS comments, and now people are opting to leave no feedback vs the really high quality comments/suggestions we were previously getting.

        My preferred order:

        1) Analyze all text fields
        2) Re-Analyze NPS Comments after updating (so I could leverage Seth's approach).
        3) Option to require the NPS Comments field (and make it more prominent, perhaps give a leading comment to help widen the types of responses we'd receive)
          samantha_braastad
          samantha_braastad
          Contributor ⭐️⭐️⭐️⭐️⭐️
          September 13, 2018
          Are we getting any closer to ALL Surveys?
          karl_rumelhart
          karl_rumelhart
          Expert ⭐️
          September 14, 2018
          Yes.  This was released one year ago.  https://support.gainsight.com/Release_Notes/2017/Release_Notes_Version_5.9_September_2017-Summary_Li...

          shane_mccoy
          shane_mccoy
          Contributor ⭐️⭐️⭐️⭐️
          September 19, 2018
          Is this built in for Surveys 2.0 yet ? I have two questions of type 'Long Text' on a survey with responses but when I navigate to text analytics, its empty.
          karl_rumelhart
          karl_rumelhartAnswer
          Expert ⭐️
          September 19, 2018
          This might help:

          https://support.gainsight.com/Surveys/Survey_Follow-Up/How_Text_Analytics_Works

          "Note: The Text Analytics section will display the message “No Data Found For This Survey” if there is no text analytics data found. This will usually occur if:

          • The survey has 20 or fewer Survey Responses with comments.
          • After processing the survey, no opinion sentences were found."
            shane_mccoy
            shane_mccoy
            Contributor ⭐️⭐️⭐️⭐️
            September 19, 2018
            Thanks Karl! Great Roadmap Webinar today 🙂
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