Sentiment Follow

Sentiment in a survey refers to the emotional tone or attitude expressed by the respondent. It helps identify whether the response reflects a positive, negative, or neutral feeling, allowing for a deeper understanding of customer emotions beyond just the numerical score.

Topics Covered:

• Adding a Sentiment Element to Your Survey
• Practical Usecase

Adding a Sentiment Question

To include a Sentiment question in your survey:

• Navigate to Surveys from the left side under Outreach.
• Open your survey from the Survey listing screen.

• Create a New Survey or open an existing one.

• Click Add Element.

• Then select the Sentiment question type.

Once you have selected the Sentiment element, you'll need to provide the following information:

• Question (Required): Enter the question text that should appear in the survey.
• Scale: Choose a set of predefined values that respondents will use to rate their opinions, feelings, or experiences.
• Lowest Scale Value Label: Enter text defining the lower end of your scale (e.g., “1”).
• Highest Scale Value Label: Enter text defining the highest end of your scale (e.g., “5”).
• Mark Required: Enable this to make the sentiment question mandatory for survey submission.
• Capture Value in Salesmate Field: Map the response to an Integer or Decimal field in Salesmate. The field will update with the customer’s response.

• Once the configuration is completed, hit Save.

Practical Example

Let’s say you’ve just completed a customer onboarding session and want to understand how the customer felt about the experience.