Sentiment analysis allows your team to save time analyzing responses and get valuable survey insights at a glance! This feature uses AI to automatically categorize survey responses based on their sentiment score.
The sentiment score is represented as positive, neutral, or negative. You'll also be able to see a breakdown of sentiment data for specific survey questions and see how the sentiment changes over time. In this article we'll discuss the following:
How to use Sentiment analysis
Enable the feature
Open your survey Responses.
Make sure that the survey has at least one short/long text question. The sentiment analysis does not work with other question types.
Click the Sentiment analysis toggle switch ON.
View the sentiment scores.
Once enabled, your survey responses will be quickly analyzed and you'll see sentiment scores applied to each answer.
Edit sentiment scores
To edit a sentiment score, hover over a survey response and click the tag icon. You can then edit both the sentiment tags and the manual tags.
To remove a sentiment score, hover over the sentiment score and click the small 'X' icon that appears within it.
You can filter your survey results based on sentiment by using the Sentiment filter. Learn more about filters.
To view the Sentiment breakdown page, click on the Results tab and select a specific short/long text question to see the sentiment data associated with it. Click the "Refresh data" icon in the upper right of the breakdown section to load the most recent results.
Here are a few examples of use cases that would benefit from the Sentiment analysis feature:
- As a product manager, I want to make sure we always delight users with new features we release. We use sentiment analysis for our always-on surveys to measure user sentiment over time and jump to the “negative” responses to pinpoint issues easily.
- As a marketer, I want to find out if users are happy with the new homepage variant we’re experimenting with and if there is anything we need to improve. I use sentiment analysis for open-text responses to our on-site survey to quickly find out how users really feel about the new version.
- As a UI/UX designer, I want to test different design alternatives and compare user sentiment for both. I send two concept tests to the same audience and check sentiment for both tests to decide which one customers like best.
- As a researcher, I send surveys to different customer segments to find answers to various research questions. I use sentiment analysis to save time on categorizing responses and use those charts in my presentations.
Why is the Sentiment toggle switch greyed out?
The Sentiment analysis feature is only available on Ask Business and Ask Scale plans. This feature must be enabled or disabled for each survey individually, so enabling it for one survey will not automatically enable it for a different survey.
Why is the Sentiment filter greyed out or missing?
The Sentiment filter will only be available when the Sentiment analysis feature is enabled on your survey, and your survey contains at least one "short text" or "long text" question response. If no open-ended text responses have been collected, or if you're on an Ask Basic or Plus plan, the filter will not appear at all.
Why is the toggle switch ON, but still greyed out?
This can happen when the analysis is taking longer than expected. If you hover your cursor over the toggle switch, it will display a message such as "Come back later to see the results". If the issue persists for more than a couple of hours, contact our Support team.