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Gainsight Inc.

How to Enable NPS Text Analytics

The NPS Text Analytics feature examines the content of NPS comments and categorizes each sentence as either positive, negative, or suggestions. The goal is to identify important themes or “aspects” mentioned by customers in their NPS comments. To learn more about how this feature works, and how the data is displayed within the Survey, please see the article How NPS Text Analytics Works.

This guide includes the  steps to enable the settings necessary for this feature to successfully analyze the NPS comments and store the resulting data. After it’s enabled, the results will be stored in an SFDC object called JBCXM_GSNPSTextAnalytics__c. Users can view this information by navigating to the NPS Text Analytics tab that will be visible within surveys that have NPS questions. Additionally, users can build a report off of the object and share it in a dashboard or 360 section. At the end of the article, we list the fields in this object, and suggested ways to report on the data captured there.

Prerequisites: The user enabling these survey settings will need the Gainsight Admin permisssion set.

1. Navigate to Administration > Surveys.

2. Within the NPS Text Analytics, click the CONFIGURE option to enable the checkbox for Enable NPS Analytics.

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3. After checking the box, click Save.

This enables the NPS Text Analytics feature, and creates a daily schedule for the feature to analyze incoming NPS comments. The schedule will begin running the day after this is enabled. Because it runs once each day, there may be up to a 24 hour delay before the latest comments are analyzed. This schedule will run in the background, and does not require any upkeep after enabling it. Disabling the feature will turn the schedule off.

Results are uploaded to the SFDC object JBCXM__GSNPSTextAnalytics__c and can then be viewed within the report builder using the Data Space NPS Text Analytics.

Note: As per the design, only NPS Surveys with more than 20 comments, either from one user or different users, will be pulled into the NPS Text Analytics object and will be visible within the NPS Text Analytics Data Space. 

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Within the NPS Text Analytics Salesforce Object, there are several new fields related to the analysis that can be used within Report Builder. Here is a description of each field:

Field Label

Data Type

Description

Aspect

Text (255)

Important themes discussed in NPS survey comments. Ex. "business partner", "business need"

Aspect Group

Text (255)

Logical groups of Aspects. Ex. the Aspects “business partner” and “business need” would be grouped together under the "business" Aspect group as this is a logical way of categorizing them together.

NPSSurvey Response

Master-Detail (NPSSURVEY Response)

Id from NPS Survey response table

Run Date

Date

Date the analysis was completed and documented

Sentence

Long Text Area (32768)

Sentence parsed from NPS Survey comments, Ex. "Great business partner with a continually improving product!". A comment is split into multiple sentences and each sentence tagged independently.

Sentence Category

Picklist

The Category of the sentence. Values:Positive, Negative, Suggestion.

Sentence ID

Text(40)

Unique identifier of a sentence



 

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