For those of you who have semantic analysis enabled on your device, we will show you how to deeply analyse your customers' verbatim.
Customers have the option to leave a comment via the questionnaire they receive, or on their public reviews. These comments will undergo semantic analysis:
WizVille saves you time by automatically analysing your customer reviews by category using a classification plan based on your industry and needs.
Each verbatim is categorized based on the topic addressed, associated satisfaction level, and their occurrence share.
💻 Access to the semantic analysis
Go to your Wizville interface, click on the “Statistics” tab, and then select the “Sentiment” sub-tab.
👀 Instant overview of trends by theme and by topic
Identify at a glance the overall trend of each theme and topic mentioned by your customers in their reviews using the “Sentiment by Theme and Topic” table:
→ The first row provides the global analysis across all themes
→ Below, you’ll find a theme-by-theme breakdown
Identify the different themes that emerge in your customers' verbatim: such as “Team / Offer / Price / Store....”
For each major theme, you can display the associated topics simply by clicking on the arrow to the left of the theme.
Another option to display only the topics is to click on the button at the top right and select “Topics.”
Firstly, on the “Sentiment by Theme and Topic” table, you have an initial overview
Of the share of reviews that address the mentioned theme or topic. In this case, we have 68% of the reviews discussing “The Team.”
Regarding the tone of these verbatim, you can determine whether these themes or topics are addressed positively (in green), neutrally (in gray), or negatively (in red). By hovering your mouse over the sentiment bars just to the right, you can see the exact percentage and the number of reviews associated with each sentiment.
C) Dive deeper into the analysis of a topic or theme:
By clicking on the eye icon to the left of each theme or topic. (For example, let's analyse the topic of “Professionalism” here.)
Alternatively, you can select the topic or theme using the dropdown menus below the table.
On the left, you will find the share of reviews mentioning the selected theme or topic, as well as the share of positive sentiments associated with the selected theme or topic.
On the right, you will find examples of verbatim that have been left on this theme.
You can then choose to display these verbatim based on their positive, neutral, or negative tone using the smiley icons at the top right:
Or, you can also filter the verbatim from oldest to newest and vice versa using the icon:
Finally, you can also download an export of these verbatim by selecting either 100 verbatim or the entire set of verbatim.
Next, you will find the distribution of sentiments:
Lastly, on the final graph, you will find the period-by-period evolution of the share of positive, neutral, and negative sentiments. You can filter to display the curve for each sentiment category separately.
✨AI Summaries on Verbatim Classification
To assist you in your analysis, help confirm an intuition, identify your strengths and weak signals in one click, or structure a summary for your teams.
💡 Good to know :
You can also download all the verbatims using the download button located at the top right of the 'Sentiment by theme and topic' section.
You can track the download progress at the bottom of the section.
