Birdeye allows businesses to turn a large number of survey responses into actionable insights. Using Birdeye’s survey insights, businesses can humanize big data to understand the sentiments expressed in customer responses and improve operations at the location and corporate level.
By default, you can view insights for the surveys that have text-type responses. Birdeye analyzes the first 10 responses in a survey and automatically enables insights for the applicable question(s).
NOTE:
Birdeye uses its built-in smart detection engine to decide whether it should enable/disable insights for a survey. You also have the ability to disable the insights report manually. Once the insights report is enabled for question(s) within a survey, you will be able to view the ‘Athena’ icon next to the questions as well as the survey.
Viewing Survey Insights
To view the insight reports, go to the ‘Surveys’ tab. On the new screen, open the survey for which you want to view the insights report. Now, navigate to the question with the insights. You will be able to see the insights report derived from the survey responses.
Fields | Details |
Positive and Negative Sentiments | These sections indicate the percentage of good and bad remarks given by the customers. These are automatically derived through Birdeye’s proprietary Natural Language Processing (NLP) engine, Athena. To learn more about sentiments, read the help article: How can you teach Birdeye to reveal meaningful insights? |
Topics | These phrases appear under both positive and negative sentiments, and are categorized based on good or bad adjectives. Topics visible in ‘Green’ indicate positive sentiments and the ones visible in ‘Red’ are negative sentiments. |
Mentions | This indicates the number of times a topic was mentioned in all the responses. |
In case you want to disable insights, click on the ‘Actions’ drop-down button and disable the toggle button next to ‘Show insights.’
Viewing All Answers
You will also have the ability to view all the answers within the survey using the ‘View all answers’ button at the top.
When a window pops up, you will be able to view all the answers with the positive and negative sentiments. Click the drop-down at the top to view all the answers, answers with sentiments, and the positive and negative sentiments.
Viewing Detailed Insights
Using the detailed insights report, you will be able to view all the topics and snippets in one place. To view the detailed insights report, click the ‘View detailed insights’ button at the bottom. You will now be redirected to the ‘Insights’ tab, where you can view the survey insights.
FAQ’s
Q: Will the survey insights be enabled by default?
A: Yes. There is a built-in smart detection engine that will decide if the insights report should be enabled/disabled by default. The decision is made based on the first 10 answers. Additionally, users can turn it on/off manually.
Q: Is the capability to enable/disable insights at the business level, survey level or question level?
A: These settings can be configured at the question level.
Q: Can one run a report on each question apart from surveys only, and get a sentiment rating for every location for that one question?
A: Yes. Survey insight reports will be available for all the text-type questions. Additionally, users will have the ability to combine multiple questions to generate a combined report in the Insights module.