http://m.getsatisfaction.com/topics/7460979 v5.5 Survey Text Analytics - only for NPS comments? 2018-09-19T20:06:15Z 2017-02-21T23:24:00Z 7460979 http://m.getsatisfaction.com/topics/7460979 7460979 v5.5 Survey Text Analytics - only for NPS comments? 2018-09-19T20:06:15Z 2017-02-21T23:24:00Z Dan Ahrens http://m.getsatisfaction.com/people/8169071 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10797429/dan-ahrens_medium.jpg dan_ahrens 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? question complete 20 10 7 comment http://m.getsatisfaction.com/topics/7460979/replies/18439606 http://m.getsatisfaction.com/topics/7460979 18439606 Karl Rumelhart responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-02-22T01:04:41Z 2017-02-22T01:04:41Z Karl Rumelhart http://m.getsatisfaction.com/people/7258468 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10477762/Rumelhart-Jan16_2013_Asquare_medium.jpg karl_rumelhart Only for NPS comments at this time. &nbsp;Clearly we will want to extend it for other surveys with heavy text response but this is our 'crawl' stage.&nbsp; 0 http://m.getsatisfaction.com/topics/7460979/replies/18442330 http://m.getsatisfaction.com/topics/7460979 18442330 Seth responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-02-22T21:07:51Z 2017-02-22T21:07:51Z Seth http://m.getsatisfaction.com/people/3180662 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10683051/headshot-reception-square_medium.jpeg swylie_2888472 We use a separate question to gather NPS comments -- not the NPS question's Comments field -- because we <a href="https://community.gainsight.com/gainsight/topics/set-nps-comment-to-required" rel="nofollow" target="_blank" title="Link https//communitygainsightcom/gainsight/topics/set-nps-comment-to-required">are not able to set that Comments field to Required</a>. In order to get those comments to be visible in the C360, I use DataLoader after the survey is closed to insert them into&nbsp;JBCXM__SurveyResponse__c.JBCXM__NPSComment__c.<br /><br />It was not clear to me from the <a href="https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/How_to_Enable_NPS_Text_Analytics" rel="nofollow" target="_blank">text analytics support article</a> whether those comments would be captured by text analytics. Does the once-every-24-hours text analytics process <i>only</i> look at records that were <i>created</i> in JBCXM__SurveyResponse__c within the past 24 hours, or would the text analytics pick up the comments that I had <i>inserted</i> into <i>existing</i>&nbsp;records created more than 24 hours ago? 1 http://m.getsatisfaction.com/topics/7460979/replies/18486572 http://m.getsatisfaction.com/topics/7460979/replies/18442330 18486572 Lane H responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-03-09T21:42:35Z 2017-03-09T21:42:35Z Lane H http://m.getsatisfaction.com/people/7864798 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10685460/NewProfilePic_medium.jpg lane_holt Hey Seth,&nbsp;<br /><br />We turned on NPS Text Analysis and I noticed it went back and did the analysis on some past surveys. 1 http://m.getsatisfaction.com/topics/7460979/replies/18486576 http://m.getsatisfaction.com/topics/7460979 18486576 Lane H responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-03-09T21:44:01Z 2017-03-09T21:44:01Z Lane H http://m.getsatisfaction.com/people/7864798 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10685460/NewProfilePic_medium.jpg lane_holt I think the big disconnect here is that while NPS is really one question, when many of us run an NPS Survey there are other questions included.<br /><br />We were very excited to use the Text Analysis, and then we realized it was limited to one field.<br /><br />Maybe we can concatenate the text fields and push them into the NPS Comment field to bypass this, but that is not ideal. 0 http://m.getsatisfaction.com/topics/7460979/replies/18486606 http://m.getsatisfaction.com/topics/7460979/replies/18442330 18486606 Seth responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-03-09T21:50:50Z 2017-03-09T21:50:50Z Seth http://m.getsatisfaction.com/people/3180662 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10683051/headshot-reception-square_medium.jpeg swylie_2888472 Killa! Thanks for the heads up. 0 http://m.getsatisfaction.com/topics/7460979/replies/18486614 http://m.getsatisfaction.com/topics/7460979/replies/18442330 18486614 Seth responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-03-09T21:52:47Z 2017-03-09T21:52:47Z Seth http://m.getsatisfaction.com/people/3180662 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10683051/headshot-reception-square_medium.jpeg swylie_2888472 Although I guess my question is, now that it's turned on, if you were to edit the text in those records in the future, would they be <i>re</i>-analyzed... :-/&nbsp;<i>That's</i>&nbsp;<i></i>really unfortunately the crux of my use case. But it's great to know that historical data gets pulled in when it's turned on for the first time. 1 http://m.getsatisfaction.com/topics/7460979/replies/18545714 http://m.getsatisfaction.com/topics/7460979 18545714 Elaine Cleary responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-03-31T12:32:10Z 2017-03-31T12:32:10Z Elaine Cleary http://m.getsatisfaction.com/people/7407722 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10477080/Cleary(1)_medium.jpg ecleary_gainsightcom Hi Gainsight Product, Since text analytics is currently only available on NPS question comments (and back to one of Seth &amp; Lane's original request), can we please provide an option to set the NPS question comments field to required? &nbsp;Thanks! &nbsp; 0 http://m.getsatisfaction.com/topics/7460979/replies/18545981 http://m.getsatisfaction.com/topics/7460979/replies/18545714 18545981 Dan Ahrens responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-03-31T14:21:30Z 2017-03-31T14:21:30Z Dan Ahrens http://m.getsatisfaction.com/people/8169071 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10797429/dan-ahrens_medium.jpg dan_ahrens My only concern with that approach is whether or not making the NPS text comments mandatory will reduce the number of responses you'll get.&nbsp; 0 http://m.getsatisfaction.com/topics/7460979/replies/18545990 http://m.getsatisfaction.com/topics/7460979/replies/18545714 18545990 Lane H responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-03-31T14:23:12Z 2017-03-31T14:23:12Z Lane H http://m.getsatisfaction.com/people/7864798 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10685460/NewProfilePic_medium.jpg lane_holt I think having the ability to make it mandatory is what Seth is asking for. We're not asking for it to by default be mandatory. 1 http://m.getsatisfaction.com/topics/7460979/replies/18546030 http://m.getsatisfaction.com/topics/7460979/replies/18545714 18546030 Dan Ahrens responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-03-31T14:31:11Z 2017-03-31T14:31:11Z Dan Ahrens http://m.getsatisfaction.com/people/8169071 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10797429/dan-ahrens_medium.jpg dan_ahrens I understand that distinction in the request. Makes sense to have options. It just comes with the understanding that if you make text fields mandatory, you'll almost surely be sacrificing the number of responses you'll get.<br /><br />Here's a good blog post on that topic:&nbsp;<a href="https://zapier.com/blog/nps-net-promoter-score/" rel="nofollow" target="_blank" title="Link: https://zapier.com/blog/nps-net-promoter-score/">https://zapier.com/blog/nps-net-promoter-score/</a><br />"With each added click or question, your chances of someone opting out of a survey drop 50%." 1 http://m.getsatisfaction.com/topics/7460979/replies/18546837 http://m.getsatisfaction.com/topics/7460979/replies/18545714 18546837 Seth responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-03-31T18:10:11Z 2017-03-31T18:10:11Z Seth http://m.getsatisfaction.com/people/3180662 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10683051/headshot-reception-square_medium.jpeg swylie_2888472 Totally fair, Dan. The thing is that, in our case, we're just creating a separate question and making&nbsp;<i>that</i> mandatory, so we aren't getting any benefit in poll response rate from having an Optional comments box :-)<br /><br />My ideal world would be to use the forthcoming Gainsight feature of <a href="https://community.gainsight.com/gainsight/topics/be-able-to-embed-an-nps-question-into-a-copilot-email-template" rel="nofollow" title="Link: https://community.gainsight.com/gainsight/topics/be-able-to-embed-an-nps-question-into-a-copilot-email-template">NPS-question-within-an-email</a>, so we capture the NPS score&nbsp;<i><b>right away</b></i>, 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.) 1 http://m.getsatisfaction.com/topics/7460979/replies/18546844 http://m.getsatisfaction.com/topics/7460979/replies/18545714 18546844 Dan Ahrens responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-03-31T18:12:24Z 2017-03-31T18:12:24Z Dan Ahrens http://m.getsatisfaction.com/people/8169071 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10797429/dan-ahrens_medium.jpg dan_ahrens I love the way you think, Seth! :) 0 http://m.getsatisfaction.com/topics/7460979/replies/18587290 http://m.getsatisfaction.com/topics/7460979/replies/18545714 18587290 Elaine Cleary responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-04-16T23:00:37Z 2017-04-16T23:00:37Z Elaine Cleary http://m.getsatisfaction.com/people/7407722 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10477080/Cleary(1)_medium.jpg ecleary_gainsightcom Hi Gainsight Product -&nbsp;Since text analytics is currently only available on NPS question comments, can we please provide an <b>option</b> to set the NPS question comments field to required? 1 http://m.getsatisfaction.com/topics/7460979/replies/18797918 http://m.getsatisfaction.com/topics/7460979 18797918 Jennifer Kirkland responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2017-07-12T15:54:28Z 2017-07-12T15:54:28Z Jennifer Kirkland http://m.getsatisfaction.com/people/7875710 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10702716/me_medium.jpg jennifer_kirkland_7569097 Are we getting closer to standing or walking with this feature?<br /><br />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.<br /><br />My preferred order:<br /><br />1) Analyze all text fields<br />2) Re-Analyze NPS Comments after updating (so I could leverage Seth's approach).<br />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) 2 http://m.getsatisfaction.com/topics/7460979/replies/19755525 http://m.getsatisfaction.com/topics/7460979 19755525 Samantha Braastad responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2018-09-13T19:54:10Z 2018-09-13T19:54:10Z Samantha Braastad http://m.getsatisfaction.com/people/8189521 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10894897/F_medium.jpg samantha_braastad Are we getting any closer to ALL Surveys?<br alt="" name="" rel="" target="" title="" type="" value="" /> 0 http://m.getsatisfaction.com/topics/7460979/replies/19757434 http://m.getsatisfaction.com/topics/7460979 19757434 Karl Rumelhart responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2018-09-14T19:28:25Z 2018-09-14T19:28:25Z Karl Rumelhart http://m.getsatisfaction.com/people/7258468 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10477762/Rumelhart-Jan16_2013_Asquare_medium.jpg karl_rumelhart Yes.&nbsp; This was released one year ago.&nbsp;&nbsp;<a alt="" href="https://support.gainsight.com/Release_Notes/2017/Release_Notes_Version_5.9_September_2017-Summary_List#Surveys" name="" rel="nofollow" target="" title="" type="" value="">https://support.gainsight.com/Release_Notes/2017/Release_Notes_Version_5.9_September_2017-Summary_Li...</a><br alt="" name="" rel="" target="" title="" type="" value="" /><br alt="" name="" rel="" target="" title="" type="" value="" /> 0 http://m.getsatisfaction.com/topics/7460979/replies/19757438 http://m.getsatisfaction.com/topics/7460979 19757438 Karl Rumelhart responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2018-09-14T19:30:31Z 2018-09-14T19:30:31Z Karl Rumelhart http://m.getsatisfaction.com/people/7258468 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10477762/Rumelhart-Jan16_2013_Asquare_medium.jpg karl_rumelhart See also&nbsp;<a alt="" href="https://support.gainsight.com/Release_Notes/2017/Release_Notes_Version_5.9_September_2017-Incremental_Improvements#Surveys" name="" rel="nofollow" target="" title="Link httpssupportgainsightcomRelease_Notes2017Release_Notes_Version_59_September_2017-Incremental_ImprovementsSurveys" type="" value="">https://support.gainsight.com/Release_Notes/2017/Release_Notes_Version_5.9_September_2017-Incrementa...</a> 0 http://m.getsatisfaction.com/topics/7460979/replies/19764313 http://m.getsatisfaction.com/topics/7460979 19764313 Shane McCoy responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2018-09-19T19:27:46Z 2018-09-19T19:27:46Z Shane McCoy http://m.getsatisfaction.com/people/9517782 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11288626/jgarbday-297x300_medium.png shane_mccoy_exasmui8v10hf 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. 0 http://m.getsatisfaction.com/topics/7460979/replies/19764388 http://m.getsatisfaction.com/topics/7460979 19764388 Karl Rumelhart responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2018-09-19T20:03:22Z 2018-09-19T20:03:22Z Karl Rumelhart http://m.getsatisfaction.com/people/7258468 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10477762/Rumelhart-Jan16_2013_Asquare_medium.jpg karl_rumelhart <p alt="" name="" rel="" target="" title="" type="" value="">This might help:</p><p alt="" name="" rel="" target="" title="" type="" value=""><a alt="" href="https://support.gainsight.com/Surveys/Survey_Follow-Up/How_Text_Analytics_Works" name="" rel="nofollow" target="" title="Link httpssupportgainsightcomSurveysSurvey_Follow-UpHow_Text_Analytics_Works" type="" value="">https://support.gainsight.com/Surveys/Survey_Follow-Up/How_Text_Analytics_Works</a><br alt="" name="" rel="" target="" title="" type="" value="" /></p><p alt="" name="" rel="" target="" title="" type="" value="">"Note:&nbsp;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:</p><ul alt="" name="" rel="" target="" title="" type="" value=""><li alt="" name="" rel="" target="" title="" type="" value="">The survey has 20 or fewer Survey Responses with comments.</li><li alt="" name="" rel="" target="" title="" type="" value="">After processing the survey, no opinion sentences were found."</li></ul><br alt="" name="" rel="" target="" title="" type="" value="" /> 1 http://m.getsatisfaction.com/topics/7460979/replies/19764397 http://m.getsatisfaction.com/topics/7460979/replies/19764388 19764397 Shane McCoy responded to "v5.5 Survey Text Analytics - only for NPS comments?" 2018-09-19T20:06:15Z 2018-09-19T20:06:15Z Shane McCoy http://m.getsatisfaction.com/people/9517782 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11288626/jgarbday-297x300_medium.png shane_mccoy_exasmui8v10hf Thanks Karl! Great Roadmap Webinar today :) 1