Watch Words

The Watch Words capability allows administrators to configure the list of words that will be highlighted in the Text Response Cloud on the Dashboard. The Text Response Cloud provides a depiction of the most common words that have appeared in the feedback provided by respondents. A color “sentiment” can be assigned to words to make them more visible on the Text Response Cloud.

The Manage Watch Words page allows administrators to manually add words and select the desired sentiment from the scale provided.

Adding Words

To add a word, type it in the input box and click the Add Watch Word button. The word will be added to the list with a neutral sentiment. Slide the sentiment bar as needed and click the check mark to save the changes.

Words can be imported via a CSV file if required. Click the Upload Watch Words list CSV file dropdown menu to enable the controls required for CSV upload. The CSV file should contain two columns named “word” and “sentiment”. The sentiment value should be a decimal between -1 and 1 (where -1 is “bad” and +1 is “good”).

Modifying Watch Words

You can edit watch words individually or as a group. For each individual item, you can move the slider to set the desired color and then click the checkmark icon to save your changes.

To edit a group, select the words using the checkbox on the left side, then use the scale next to "Check All" at the bottom to apply your color setting for the selected words. Selected or individual words can be deleted by using the x icon.

View Survey Interactions Containing a Word

To view all survey interactions where the respondent used a particular word, click the grid icon that corresponds with the word.

Using Watch Words as survey triggers

You can use Watch Words to trigger events or branching paths during survey interactions. For example, if a negative Watch Word is detected, you might direct the customer to an additional question to provide more feedback. As another example, if a positive Watch Word is detected, you might trigger an email to suggest a follow-up purchase or an account upgrade.

To learn about all of the survey interaction events you can trigger based on Watch Words, see the Watch Words how-to guide.