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Text Analytics Comment Report User Guide

Daryn Ladd
Updated

The Text Analytics (TA) comment report is designed for top-tier accuracy, powerful reporting, and next-level insights. This tool gives you a holistic view of the guest experience using multisource
reporting. You can refine results by keywords or phrases using Elasticsearch. You can apply robust filters to dig into specific guest data, view sentiment, top topics, and top-mentioned words. You can also email comments, their sentiment, and topics for easy use outside the platform.

Multisource reporting

Combine comment data from surveys, social sites, and third-party data sets to get a holistic view of the customer experience.

  • Access all your data in a single platform. No more jumping between systems to see what your guests are saying
  • Keep a pulse on comment counts across sources sentiment, top-mentioned topics, and words are aggregated across all comments to give you a more holistic view of the guest experience.
  • Further, analyze results and identify areas of opportunity or success using advanced filtering
  • Access key details of a guest visit by selecting their comment (i.e., visit type, date/time of visit, overall satisfaction score, etc.)
  • Export data into CSV or Excel for further investigation or sharing outside of the platform

Elasticsearch

Use the industry’s fastest, most sophisticated search technology for ease +
efficiency in search

  1. In the top blue ribbon, go to Text Analytics + Case>Text Analytics
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  1. On the left, navigate to Reports>Comments
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  1. Search for keyword(s) or phrase(s)
  
  1. Sort results by relevance, newest, or oldest
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How to Use Elasticsearch 

  • When looking for comments with a specific phrase, use quotes
    • For example, if I wanted to see comments that mentioned ‘baked potato’, type “baked
      potato” with quotes in the ElasticSearch feature
    • This would only return results where both words are mentioned together in that order
  • When looking for comments that contain any combination of multiple words, leave off quotes
    • For example, if I wanted to see comments where a guest mentioned raw or undercooked,
      type in raw undercooked without any quotes
    • This would return results where raw or undercooked were mentioned together first, followed by independent mentions of raw and undercooked
  • Select the Advanced Search Options link for further examples

Advanced Filters

Refine Results by Source or Specific Open-Ended Question

  • You can select any combination of sources/open-ended questions from the filter menu
    • What are guests mentioning within my unsolicited survey?
    • What are people mentioning most in my ‘highly dissatisfied’ open end?
  • The report will show the total number of comments available by source
  • The data will narrow based on the filters applied

Refine results by overall sentiment

  • You can select any combination of sentiments from the filter menu
  • Note: sentiment is assigned based on overall sentiment of the entire comment
    • For example, there may be negative mentions within an overall positive comment
    • A comment like this one would be flagged with overall positive sentiment: "This location was a little run down, but everyone I interacted with was super friendly, and the experience was quick"

Refine results by top-mentioned topics

  • Topics are clickable—simply select the category, subcategory, or product you’re interested in to view comments where they are mentioned/tagged
  • Select multiple values to dive deeper in the comments. Expand a category to see underlying subcategory information
  • Comment counts, overall sentiment and top mentioned words will continue to refine as topic filters are applied
  • Your chosen filters will show in the menu on the left and in the blue bars at the top of the page
  • Remove filters by clicking the X next to any applied filters

Refine results by survey attributes

  • Refine results by selecting one or multiple attributes from a survey.
    • “What are my drive-thru guests saying most?”
    • "What products are being mentioned most when satisfaction with availability is low?”
  • Select "Show All Attributes" to see all filterable measures

Refine results by date or hierarchy level

  • Select the date range you want
  • Select a hierarchy level, down to the individual unit, to isolate data for specific areas of your organization

Refine results by category

  • Search and select a category to isolate mentions of that category specifically
  • See how the comment sentiment and topics shift when data is refined to a particular category
    • “What products are most mentioned when a comment is tagged negatively for ‘Taste’?”
    • “What words are mentioned most when ‘Accuracy of Order’ is flagged on a comment?”

Comment Reporting 

Key Features

  • Click on a comment
  • There you can view key guest details, such as visit time, date, and other survey metrics
  • You can share comments with others via email using the Forward button
  • Navigate between comments by selecting the Back or Next Buttons
  • Users can suggest alternate sentiment tags at the comment level, helping the TA engine get smarter over time 

How to Use 

  1. Select a comment in the report list view to view all details

  2. Select the Forward button to send an email of the comment to one or many recipients 

  3. To change the comment sentiment, select the new sentiment value (positive, negative, no
    sentiment, or mixed) that you feel best reflects the comment’s overall sentiment

  4. Indicate your reason for suggesting and save 

  5. Changes are reflected in 360 reporting within 24-48 hours

More questions?

If the article didn't answer all of your questions, reach out to SMG Helpline

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