User Feedback Analysis

Juhi Yasmin
Tera Contributor

‎02-13-2024 05:49 AM

Hello Everyone,

 

Today on our ServiceNow HR platform, we have multiple surveys - CSAT and NPS- designed to gather feedback from end users. Other than ratings, survey respondents can also put in comments to explain their feedback.

As the number of comments are growing, doing an analysis of the feedback gets harder. 

Do you face a similar challenge today and what options are you exploring?

Note: We did try playing with Word Cloud but it wasn't very effective.

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Kohei Tominaga1
Tera Expert

‎02-13-2024 09:27 PM

Hello,

Sentiment Analytics may help you to analyze the feedback. It divides feedback to three parts, Negative, Neutral and Positive. Then you can focus on Negative feedback for improvement.

ServiceNow has its functionality but there is lots of solutions with the functionality. I used Miro to find negative feedback and then categorize by keywords.
This is the Docs for servicenow sentimental analytics https://docs.servicenow.com/ja-JP/bundle/washingtondc-servicenow-platform/page/administer/survey-adm...