If your organization uses sentiment analysis, you might see the Sentiment tab in the survey details screen in Engagement. Sentiment analysis uses artificial intelligence (AI) to categorize survey comments based on key themes and sentiments. This analysis provides insight and a better overall picture of the survey results and can be useful when you have many comments to review.
Role feature access: Engagement > Sentiment Analysis
When you open the Sentiment tab, you see the following sections:
- Survey Responses: Shows survey responses in a bar graph by theme, with each bar showing the overall sentiment. When you hover over a bar in the graph, a tooltip shows the number of comments for each sentiment.
- Segment Details: Shows segment details for the selected theme, such as the segment size and percentage of respondents.
- AI Comment Summary: Shows an AI-generated summary of the comments for the selected theme. This summary is generated using artificial intelligence and might use specific comments as examples.
Select Which Themes Are Shown
You can customize the themes that are shown in the graph, and their display order, by clicking Edit Themes. When you select a theme in this graph, the other sections in the Sentiment tab are automatically updated to show the corresponding data.
To update the themes:
- Go to Engagement and open a survey with responses.
- Click the Sentiment tab, and then click Edit Themes.
- Do one or all of the following:
- Select the checkbox for themes that you want to include.
- Clear the checkbox for themes that you want to remove.
- Click the up or down arrow for a theme to adjust its display order.
- Click Apply.
Export Segment Details
You can export the data in the Segment Details section to view all of the key segment combinations for the theme. This export provides greater insight into which combinations of segments are over-represented and under-represented in the sentiment for specific themes.
To export segment details:
- Go to Engagement and open a survey with responses.
- Click the Sentiment tab, and then, in the Survey Responses section, click the bar for the theme that you want to review.
- In the Segment Details section, click Export. The report is generated and delivered to the Message Center when ready.