Discover analyzes customers' open ended feedback and categorizes it all by theme, topic and sentiment for the users' consumption.It is designed to help businesses gain valuable insights into customer feedback and improve their offerings.It can help them identify the aspects of their products or services that customers are satisfied with as well as the aspects that need improvement.
Setting up sentiment industry to categorize extracted topics into domain-based themes.
To set up sentiment industry:
Go to: Login » My Account (top right corner) >> Global Settings
On the global settings page, under sentiment industry, select industry and click on save.
Discover picks up the current survey's first open-ended question as a source for data analysis. It displays the analyzed data along with industry-specific details. You can select the question from which the responses are pulled and analyzed.
Breakdown is a secondary filter that further drills down into the displayed data.It is a way to gain deeper insight into the comment type question. By selecting question from multiple questions listed in the breakdown you can explore different aspects of the response and analyze sentiment in more detail combined with the comment type question.
Discover dashboard displays
Displays the overall score across all themes and topics of the selected question in the Breakdown if enabled, on a scale of 0 to 5. This shows the score, sentiment distribution, response count, and sentiment.
When you click on the overall sentiment score bar, a pop-up appears displaying the responses with their overall sentiment and associated themes, along with their respective sentiment scores. Additionally, you can view the responses for the selected breakdown with themes and their corresponding sentiment scores.
If breakdown is applied, you can filter responses by themes and topics. For example, for the selected economy class breakdown, you can filter responses by the 'Food and Beverage' theme and the 'Water to Drink' topic
If a breakdown is enabled, this displays sentiment scores by theme. For example, for the 'Check-In and Boarding Process' theme, three bars show the sentiment scores for the selected answer options: first class, business class, and economy class.
Clicking on any of these bars in the graph brings up a pop up that shows all related comments along with details of the current selection.
Displays total number of responses by theme. If negative sentiment is selected,This displays the total number of negative responses for each theme, as well as the total number of negative responses for the selected answer option in the breakdown for each theme.
This shows all themes and topics along with their response count, scores and sentiment distribution.
This feature is available with the following license :