How to Use Sentiment Analysis

Qualaroo's Sentiment Analysis feature uses IBM Watson’s Natural Language Understanding to analyze text-based responses, helping you quickly gain insights into your users' sentiments and emotions. This allows for better understanding and action based on customer feedback by breaking down responses into three key areas:

1. Sentiment Analysis

Qualaroo classifies text-based responses into sentiment scores:

• Positive: Score from 0.1 to 1

• Negative: Score from -0.1 to -1

• Neutral: Score 0

This helps you easily determine the overall sentiment of responses, allowing for quick prioritization of follow-up actions.

2. Emotional Analysis

Sentiment Analysis also analyzes emotions in user responses. Feedback is categorized into five emotions, each with a rating scale from 0 (low expression) to 1 (high expression):

• Anger

• Disgust

• Sadness

• Fear

• Joy

This gives you deeper insights into how strongly users feel about your product or service.

3. Understanding Relevant Keywords

Qualaroo also identifies relevant keywords used by customers. This helps you understand which aspects of your product or service are performing well and which may need improvement.

Benefits of Sentiment Analysis

• Focus on Relevant Responses: Automatically mine feedback to prioritize the most important responses.
   

• Enhanced Insights: Import sentiment data into analytics platforms for further analysis and action.
   

• Improved Conversions: Use insights to improve your user experience and drive more conversions.

Here's what the sentiment analysis will look like:

Where to Use Sentiment Analysis

Sentiment analysis can be applied in various ways to gain valuable insights. Here are some practical use cases:

1. Customer Feedback

Encourage customers to provide open-text feedback on their experiences. Sentiment analysis categorizes this feedback into positive or negative sentiment, helping you prioritize outreach and improve customer relations.

2. NPS Feedback

Analyze open-text responses from Promoters to maintain positive relationships or address concerns from Detractors who may provide neutral feedback. This proactive approach helps improve customer loyalty.

3. Emotion-Driven Actions

Use emotion analysis to identify customers who express the most joy. These customers are prime candidates for incentivization or public recognition on social media platforms, amplifying positive feedback.

4. Keyword Insights

Keywords tell you exactly what your customers are talking about. By analyzing which topics are associated with Promoters, Passives, and Detractors, you can fine-tune your offering to meet customer needs more effectively.

How to Set Up Sentiment Analysis

To activate and use Sentiment Analysis in Qualaroo, follow these steps:

1. In the Design Section:
    

   • Choose Text-based answer in the answer type.
      

   • Check the box labeled Enable sentiment analysis.

How to Access Watson Data in Your Reporting Dashboard

Sentiment data from IBM Watson is available in the Beta Reporting Dashboard. Here’s how to access it:

1. Sentiment Data Visualization

Once logged into the reporting dashboard, you’ll see:

• Overall sentiment ratings (positive, negative, neutral).

• Emotion ratings.

• A word cloud displaying the most frequently mentioned keywords.

2. Data Export Options

You can export sentiment data through two methods:

• CSV Export:
   

  • Go to the Reports section.

  • Select your Date Range.

  • Click on Export Report to download your data in CSV format.

• Reporting API:
   

Use the Version 1.5 of the Reporting API to access sentiment data via this URL:

Example of JSON output for both Reporting API and Webhooks

We recommend using tools like Zapier or Webhooks to process your sentiment results in real-time.

That is all about using Sentiment Analysis.