Sentiment Analysis - 3/5/6/7 pointer scale

5P’s

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1. What is the Problem being addressed?
1. As a user, currently, if I have CSAT of 3/5/6/7 point scale in my survey and try to set up a Sentiment Analysis widget, I am unable to do so.
2. Is it Pervasive and if yes, by how much?
• Yes, we’ve clients who uses CSAT 5 point scale and in long run would like to see the Sentiment Analysis widget for the same.
3. Does this feature aligns with the Product Vision?
• Yes, as it’s making a product a better one to work with.
4. Is it Possible to build this feature?
• Yes, we can enhance the code functionality to accommodate this request.

Research Work

Research Work - Competitors

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• SurveyMonkey
• MonkeyLearn
• SurveySparrow
• Qualtrics
• Medallia

They offer the CSAT question type along with Sentiment Analysis widget. A user can select the scale and then set up the sentiment analysis accordingly.

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User Personas

Persona 1- Sally - Account Rep

• Sally

Demographic

Name

Behaviour and Actions

Needs and Pain Points

• Sets up the surveys for the target population
• Checks for if any logic needs to be applied in the survey
• Analyses widgets before handing over to the executive teams

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• Young Women
• Un-married
• Analytical
• Works in E-Commerce office
• Observant
• Experience of 5 Years

• She is unable to perform the sentiment analysis when CSAT scale is 1-5
• She tried with other scales except 1-10, and she is unable to do
• Her organization uses 5 point scale as it’s easy to gather insights.

Persona 2- Joe - Data Analyst

• Joe

Demographic

Name

Behaviour and Actions

Needs and Pain Points

• Sets up various widgets in-order to make sense out of the responses collected
• Cleans up the data and sends to the upper management

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• Young Man
• Keen Observer
• Practical and believes in Numbers
• Recent Joinee

• Tries to set up a sentiment analysis widget but faces issue.
• The organization uses 3 pointer CSAT question as they want more people to respond in less time.

Solution

Proposed Solution

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Need to modify the code in a way if the questionnaire contains any CSAT/NPS type question with any scale associated to it, we must be still be able to display the Sentiment Analysis.

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Expected Screen

Expected Screen

Thank you!

[Figma file]