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Gainsight Inc.

How to Enable Text Analytics

The Text Analytics feature examines the content of survey 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 survey comments. To learn more about how this feature works, and how the data is displayed within the Survey, please see the article How Text Analytics Works.

This guide includes the  steps to enable the settings necessary for this feature to successfully analyze the survey comments and store the resulting data. After it’s enabled, the results will be stored in an SFDC object called JBCXM_GSSurveyTextAnalytics__c. Users can view this information by navigating to the Text Analytics tab that will be visible within surveys that have text-based questions or questions with comments enabled. 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 Survey Text Analytics, click the CONFIGURE option to enable the checkbox for Enabled Survey Analytics.


3. After checking the box, click Save.

This enables the Text Analytics feature, and creates a daily schedule for the feature to analyze incoming survey 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__GSSurveyTextAnalytics__c and can then be viewed within the report builder using the Salesforce object Survey Text Analytics

As per the design, only Surveys with more than 20 comments, either from one user or different users, will be pulled into the Survey Text Analytics object and will be visible within Report Builder

Note: For users that had enabled this feature when it was known as NPS® Text Analytics, the original GSNPS®TextAnalytics Salesforce object will still be used to capture NPS® Text Analytics data to prevent disruption to existing reports.

Within the Survey 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



Text (255)

Important themes discussed in 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.

Survey Response

Master-Detail (SURVEY Response)

Id from Survey response table

Run Date


Date the analysis was completed and documented


Long Text Area (32768)

Sentence parsed from 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


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

Sentence ID


Unique identifier of a sentence

If you have questions or feedback about the feature explained in this article, please share them on

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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