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Comment Analysis Instructions

Table of Contents

Getting the most out of the report
Examples to watch for
Run report and filter settings
Save report settings
Erase filter set
Download report

Understand your customers’ perception of your program’s key attributes

Why you need this report: Set and report on how often certain types of comments are mentioned in survey responses.

  • Review comments and determine the tone and type of comments using tags and categories
  • Go granular by reviewing comments on a contact level OR
  • Utilize filters to zoom in on specific Waves and segments, such as Tiers

Getting the most out of the report:

The Comment Analysis report requires a more involved level of interaction in order to analyze your client’s comments about a number of attributes included in the questionnaire.

Bar Chart: Comments

  • The comment tone and attributes are mapped on the color-coded bar chart:
    1. Green = Positive
    2. Yellow = Neutral
    3. Red = Negative
    4. Gray = None (not tagged)
  • Hovering over each bar point will reveal precise figures for type and Tone % or #
  • A selection of the attributes are part of a default set, while additional ones may be added during implementation to better suit your company’s needs
  1. X-axis (horizontal) = Frequency
    • Shows the breakdown of tone for previously categorized and tagged comments
    • Toggle between chart views by clicking on the    icon:
      1. Show Stacked Bar Counts: Breakdown of comments by tone in absolute terms, using a distinct count for each tone classification
        • Using this view shows which attributes have the most comments tagged by tone. As opposed to the % percentage view, longer bars indicate a higher count of tagged comments.
      2. Show Stacked Bar %: Breakdown of comments by tone in percentage terms (default view)
        • The bar chart shows a breakdown in percentage terms, meaning that the percentage is the proportion of contacts that scored the attribute within the color-coded range. The attribute with the longest green portion of the bar may not necessarily be ranked first in the Data Table. The ranking is based on the percentage of responses that fell into the Score range specified by the user in the Report Settings section of the Settings & Filters section.
    • Useful Filter examples:
      1. In Settings & Filters Questionnaire Filters  Wave, click on the dropdown menu and filter by specific waves
      2. In Settings & Filters Account Filters Tiers, click on the dropdown menu to narrow in on certain account tiers
  1. Y-axis (vertical) = Attributes (ex: Product, Value, etc.)
    • This list of attributes is determined and set during implementation
    • However, for the chart to be meaningful, some preparation has to be done through tagging and categorizing
    • Examples to watch for:

      • Especially keep an eye out for a high number of respondent scores falling into the Red (0-6) range, as this may require further contact between the Account Managers and the clients in order to understand why your company’s product/services are poorly perceived and to figure out how to improve

      • If a particular attribute is not being scored by a high number of respondents (Gray = Do Not Know) this provides a chance to understand whether the attribute is potentially:
        1. Not valued or found useful by clients
        2. Not understood by clients

Data Table: Adding Notes and Assigning Tone and Tags

  1. Notes: click into the Translation/Notes field for a specific record to type notes
  2. Tone: click into the Tone field for a specific record to access the dropdown list and select one of the following tone classifications:
    • None, Negative, Neutral, Positive
  3. Tags: click into the Tags field for a specific record to access the dropdown menu and select a Tag from the dropdown list (click on the small to the left to view nested Tags)
    • Tags are previously set up in the Tags report by an Administrator

 

To run this report:

1. Select your Settings & Filters*, including:

  1. Report Settings: by Comment Branch (type of comment category, ex: Product, Sales, etc.)
  2. Account Filters: by Accounts, Primary Product, Tier, Region, Sales Rep, Account Manager
  3. Contact Filters: by Contacts, Roles, and other types of contact-related information
  4. Questionnaire Filters: by Questionnaire, Wave* OR Start/End Dates*
  5. Question Filters: by scores relating to specific question types and attributes

*NOTE: The filter names are part of a default set and may change during implementation to better suit your company’s needs. The scores range is from 0-10 by default, but the scale can be altered to best fit your company’s needs

*NOTE: We suggest using Campaigns (“Waves”) instead of Dates for accuracy in including all Non-Responders. Waves are time periods used for sending, managing, and analyzing feedback and assessing change in customer perception over time (similar to a marketing campaign)

2. Run the report by pressing   . You can save these filter settings to use across other reports by clicking the    button under the “Settings & Filters” heading.

You will see:

  1. Bar Chart: Overall Attributes
    • Toggle between chart views by clicking on the    icon:
      1. Show Stacked Bar Counts: Breakdown of comments by tone in absolute terms, using a distinct count for each tone classification
        • Using this view shows which attributes have the most comments tagged by tone. As opposed to the % percentage view, longer bars indicate a higher count of tagged comments.
      2. Show Stacked Bar %: Breakdown of comments by tone in percentage terms (default view)
        • The bar chart shows a breakdown in percentage terms, meaning that the percentage is the proportion of contacts that scored the attribute within the color-coded range. The attribute with the longest green portion of the bar may not necessarily be ranked first in the Data Table. The ranking is based on the percentage of responses that fell into the Score range specified by the user in the Report Settings section of the Settings & Filters section.
  2. Data Table: Contact, Account, Questionnaire, Wave, Short Question (abbreviation), Question, Comment, Translation/Notes (if applicable), Tone, Tags
    • By default the report is sorted alphabetically by Contact
    • Click on a Contact name to view individual questionnaire results/responses (download the questionnaire response data by clicking on the blue “Export to Excel” button in the top left-hand corner of the screen)
    • Click on an Account name to view the X-ray report for the account
    • Click on the column names to sort results by Question, Tone, etc. Click on the column header again to change the sort direction from Ascending to Descending. Clicking a third time will turn off sorting on that column
    • You may sort by more than one column, for example, by Question first, and then Tone, second, by clicking each column name in the order desired

3. To clear the filter set, make sure to do so by clicking on the icon under the “Settings & Filters” heading.

4. To download your reports:

  • Overall Attributes bar chart:
  1. Export as image by clicking on the icon and “Export Image”
  2. Export as a PDF by clicking on the same icon and “Export PDF”
  • Data Table:
  1. Export as Excel file by clicking on the Export To Excel icon on the gray banner

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