More often than not your customers are going to provide you with feedback on topics they feel strongly about. Text analytics can gauge the severity of the feedback based on positive, negative and neutral word usage as well as the sentiment associated with commonly used words.

Step 1

Go to 'Reporting' at the top of the page and click on 'Text analytics'.

In addition to seeing the most frequently used words (used by customers), you also get an overview of the sentiment behind the feedback. Here you can see all feedback items and how these items are divided into positive, neutral or negative items (sentiment distribution). This enables you to quickly and easily identify the ratio of positive, neutral and negative comments. You will also get an overview of the top 5 positive and negative comments.