Looking to leverage the verbatims from your surveys by identifying key themes and their polarity ?
Skeepers' verbatim analysis feature meets this need by offering an in-depth analysis through word clouds, indicators, and raw data.
We understand that you are looking to analyze customer feedback to improve their experience. In this regard, this approach helps you better understand your customers' expectations, identify areas for improvement, and adjust your offers and services to strengthen your competitive advantage.
Accessibility
Verbatim analysis in an indicator or raw data visualization is accessible to everyone, as long as you have subscribed to a verbatim pack and your account permissions for this feature have been activated upon request.
Therefore, if you wish to activate verbatim analysis, we invite you to contact your Customer Success Manager or Skeepers sales representative.
Requirements
- Ensure that the permissions for your account related to verbatim analysis have been activated
- Have an active and valid verbatim pack
- Activate verbatim analysis in at least one text field of one of your campaigns
Highlight terms and polarity of verbatims in your campaign feedback
In the 'Feedbacks' section of your campaign, you have the option to easily highlight the various verbatims you have collected in the text fields of your survey.
To do this, simply check the opt-ins "Display polarity" and "Highlight terms".
Bold words represent the terms detected by the platform, while colors correspond to polarity : red for negative terms, gray for neutral terms, and green for positive terms.
Analyze your verbatims through raw data visualization
If you want a detailed view of the verbatims you have received on a specific question, we invite you to display this information in a raw data visualization (learn more about raw data visualizations).
Depending on your needs, you can choose to add a new raw data visualization to one of your dashboards or create a new one in the 'Analysis', 'Libraries' then 'Raw Data' category accessible from the left sidebar of the platform.
Choose the name of your new raw data visualization and the campaign it depends on if it is an analysis on a single element.
Once in the configuration of your raw data visualization, we recommend starting by accessing the second tab and using the custom columns feature to make viewing your verbatims easier.
Add your custom columns one by one and save.
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All you have to do is go to the fourth tab with the gear icon.
Here, you can check the elements "Allow consult feedbacks" and "Allow to export feedbacks in CSV format" to download the verbatims to your dashboard.
Additionally, you can enhance the highlighting of verbatims by activating the options "Highlight terms" and "Display polarity". This will display the key elements of the feedbacks to your text field in bold while coloring the answer according to its polarity : red for negative terms, gray for neutral terms, and green for positive terms.
You have the option to rename the custom columns of your raw data visualization to make data reading easier.
Analyze your verbatims through a graphical indicator
If you want a global view of the most recurrent verbatims you have received on a specific question, we invite you to display this information in an indicator in the form of a graph (learn more about indicators).
Depending on your needs, you can choose to add a new indicator to one of your dashboards or create a new one in the 'Analysis', 'Libraries' then 'Indicators' category accessible from the left side menu of the platform.
Choose the name of your new indicator and the campaign it depends on if it is an analysis on a single element, then choose a dataset based on "Feedbacks".
Once in the configuration of your indicator, in the first tab with the magnifying glass icon, add a new dimension based on verbatims.
Once in the configuration of this "Verbatims" dimension, in the 'Context' tab, you can select the question(s) or label where the verbatim analysis will be performed.
In the 'Limits' settings, you can adjust the display of terms to maintain readability of the indicator elements. Thus, with the following configurations, only terms mentioned at least 2 times will be displayed, while the graph will contain a maximum of 5 words.
In the 'Polarity' tab, you can choose the type of terms that will be displayed in the indicator, whether they are positive, neutral, or negative. With the following configurations, only the mentioned terms that are negative will be displayed in the graph.
Finally, in the 'Term' tab, first indicate the language in which the respondents' comments were written.
Finally, choose the already mentioned terms that will be considered in the display conditions of the graph. If you do not select any item, all current and future answers will be considered. Save.
To further customize your graph, you can customize the color of the words or even set up a color based on a goal. To do this, go to the fourth tab with the drop icon. These configurations will allow you, for example, to highlight terms mentioned multiple times with a specific color.
Analyze your verbatims through a word cloud indicator
If you want a global view of the most recurrent verbatims you have received on a specific question in a very visual way, we invite you to display this information in an indicator with a word cloud (learn more about indicators).
Depending on your needs, you can choose to add a new indicator to one of your dashboards or create a new one in the 'Analysis', 'Libraries' then 'Indicators' category accessible from the left side menu of the platform.
Choose the name of your new indicator and the campaign it depends on if it is an analysis on a single element, then choose a dataset based on "Feedbacks".
Once in the configuration of your indicator, in the second tab with the graph icon, scroll down and choose the "Word cloud".
Then, in the first tab with the magnifying glass icon, add a new dimension based on verbatims.
Once in the configuration of this "Verbatims" dimension, in the 'Context' tab, you can select the question(s) or label where the verbatim analysis will be performed.
In the 'Limits' settings, you can adjust the display of terms to maintain readability of the indicator elements. Thus, with the following configurations, only terms mentioned at least 2 times will be displayed, while the word cloud will contain a maximum of 10 words.
In the 'Polarity' tab, you can choose the type of terms that will be displayed in the indicator, whether they are positive, neutral, or negative. With the following configurations, only the mentioned terms that are positive and neutral will be displayed in the word cloud.
Finally, in the 'Term' tab, first indicate the language in which the respondents' comments were written.
Finally, choose the already mentioned terms that will be considered in the display conditions of the graph. If you do not select any item, all current and future answers will be considered. Save.
To further customize your word cloud, you can customize the color of the words or even set up a color based on a goal. To do this, go to the fourth tab with the drop icon. These configurations will allow you, for example, to highlight words mentioned multiple times with a specific color.
You can also go further by crossing and/or filtering the data of your indicator. You can filter the data to display only the terms from the comments of detractor or promoter customers. Simply add a filter based on the response to a NPS question in the indicator.
If you have any questions, feel free to contact our Customer Care team.