How to Understand Text Analysis on the EX Dashboard

Unlock deeper insights from your customer feedback with the enhanced capabilities of Text Analysis, powered by OpenAI. While metric questions are essential for understanding customer experiences, exploring the reasons behind the ratings is equally important. Whether feedback is positive or negative, open-ended responses provide valuable insights that help shape decisions and drive meaningful improvements.

Text Analysis enables you to identify common topics and analyze positive, neutral, or negative feedback with ease. Drill down into key segments to understand what drives customer sentiment and take informed action.

Only questions marked as follow-up in EX projects are processed on the Dashboard.

Navigate to

Open-ended Responses
Theme Analysis
Text Classification

Open-Ended Responses

This tab includes the following widgets:

Overall Sentiment
Sentiment Trend
Word Cloud
Response Sentiment
Responses

Overall Sentiment

The Overall Sentiment widget, displayed in the top-left corner, shows sentiment distribution using a Donut chart categorized into Positive, Neutral, and Negative.

The three-dot menu in the top-right corner of the widget allows you to change the graph type, share, download, or refresh the data. Hovering over a sentiment reveals the total number of responses, percentage share, and the percentage change compared to the previous day, month, or year.

Sentiment Trend

This widget displays sentiment trends using a vertical stacked bar chart across daily, weekly, monthly, quarterly, or yearly intervals.

The three-dot menu in the top-right corner of the widget allows you to change the calculation method, graph type, frequency, scale range, or to share, download, or refresh data.

Hovering over any data point shows response counts and percentage distribution for each sentiment, along with percentage change compared to the previous time period.

Frequency: Configure the X-axis as Daily, Weekly, Monthly, Quarterly, or Yearly.
Scale Range: Choose between Original Range or Best Fit.

Word Cloud

The Word Cloud highlights terms based on their frequency in free-text responses. Larger words indicate higher usage.

The three-dot menu lets you change the word type, adjust word count, refresh data, or share the visualization.

You can choose between displaying Emotions or Themes. Clicking a word lets you drill down into related responses and associated sentiment.

Response Sentiment

This widget shows response distribution over time, categorized as Positive, Neutral, or Negative.

Hovering over a sentiment displays intensity, themes, topics, and the response text. The three-dot menu allows sharing, downloading, or refreshing the data.

Responses

All open-ended responses are displayed in a table showing sentiment, themes, and response date.

You can update the sentiment of a response using the dropdown in the Sentiment column. The three-dot menu allows column customization, sharing, downloading, or refreshing data.

Theme Analysis

Theme Analysis identifies recurring topics in customer feedback by analyzing language patterns and detecting common keywords and phrases.

This view provides quick insights into customer priorities, concerns, and successes. Drilling down into themes offers deeper visibility into specific discussion points.

Example: In a New Product Feedback Survey, recurring themes such as Product Quality, Functionality, and Price may appear. Positive Product Quality highlights strengths, while negative Functionality themes help identify areas requiring improvement.

Available Widgets

Negative Themes: Displays negative themes using a Pack Chart
Positive Themes: Displays positive themes using a Pack Chart
Theme Word Cloud: Displays identified themes
Emotion Word Cloud: Displays detected emotions

Text Classification

Overall Sentiment Score

This view shows a selected topic’s overall sentiment with a breakdown into Positive, Neutral, and Negative responses.

Number of responses for the topic
Mean sentiment score
Median sentiment score
Number and percentage of positive responses
Number and percentage of neutral responses
Number and percentage of negative responses

Response Sentiment

Responses are displayed by metric rating and time period. Speech bubble colors represent sentiment, and clicking a bubble reveals the full response below.

Responses

This table displays all open-ended responses with sentiment, themes, and response date.

You can update sentiment using the dropdown icon and add additional topics by clicking Add Topic. The three-dot menu allows column customization, sharing, downloading, or refreshing data.