Text Analytics
Your numbers tell you what happened. The open-text answers customers leave behind hold the why — but reading thousands of comments by hand isn't realistic. Text Analytics does the reading for you and splits the job into two complementary reports, each answering a different question about the same comments.
The distinction is simple, and worth keeping straight:
- Sentiment Analysis = the tone. It scores each comment on a positive–neutral–negative scale, so you know the emotional direction of your feedback and can watch it trend up or down.
- Text Analysis = the themes. It groups comments into topics — what people are actually talking about — and quantifies how often each comes up and how much it helps or hurts loyalty.
Put plainly: Sentiment tells you how customers feel, Text Analysis tells you what they're feeling it about. You'll usually read them together — find a theme that's rising in Text Analysis, then check in Sentiment whether the tone around it is turning sour. One surfaces the subject; the other reads the mood.
Both reports work across multilingual comments, so a single view covers every market you operate in.
The two reports
Sentiment Analysis
Text Analysis
Read them as a pair
Start in Text Analysis to find the theme that's growing, then jump to Sentiment to see whether people are happy or frustrated about it. Together they answer both "what are they talking about" and "how do they feel" — which is exactly what you need before you act.
For a statistical view of which themes most influence your scores, see Key Driver Maps. To browse raw open-text answers question by question, head to Comments.